Which Guiding Principle focuses on reducing costs and human errors?
#62
Which dimension is MOST concerned with skills, competencies, roles and responsibilities?
#63
What is the purpose of the IT Asset Management practice?
#64
Which practice establishes a channel between the service provider and its users?
#65
Which practice has a strong influence on the user experience and perception of the service provider?
#66
Which describes the assurance that a product or service will meet agreed requirements?
#67
Which is an external input to the Service Value Chain?
#68
Your company has spent the last 12 months working on a new improvement to the Customer Relationship Management software in an effort to increase customer satisfaction by 4%. Janet analyzes the current metrics and compares them against the baseline metrics from 12 months ago. Which step of the Continual Improvement model is Janet working in?
#69
When planning Continual Improvement, which approach for assessing the current state of a service is CORRECT?
#70
A user is [?] that uses services.
#71
Which are elements of the Service Value System?
#72
Which Service Management dimension is focused on the roles and responsibilities of the people involved in a process' workflow?
#73
What actions does a Service Desk take for all issues, queries and requests that are reported to them?
#74
What is an example of an action a Service Request Management employee would undertake as part of the Engage activity?
#75
During which step of the Continual Improvement model do you create your objective baseline measurement?
#76
Betsy has been hired by your company to lead the process improvement efforts. You have shared with her the overall vision for the process improvement and she begins to analyze your current resources, processes, and metrics. What step of the Continual Improvement model is Betsy performing?
#77
Which role approves the cost of services?
#78
What is the definition of a service?
#79
Which describes outputs?
#80
Service [?] management is the practice of setting clear business-based targets for service performance so that the delivery of a service can be properly assessed, monitored, and managed against these targets.
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