467 問 · 60 分 · 合格 650
An organization asks a stakeholder to review a planned change. Which Guiding Principle does this demonstrate?
During a review of the New Account Creation process at your company, you determine that the current process requires 15 steps to create a new account. As you analyze each step, you find that steps 3 and 5 provide no value to the process or the organization. Based on which Guiding Principle should you eliminate steps 3 and 5 from the process?
What is the definition of a change?
Which practice has a purpose to support the quality of the service by handling all agreed user initiated service requests?
John is currently working to create a new service that would allow a customer to purchase a digital product online and have it delivered to the user's inbox. John is responsible for the payment portion of this service, but Sally is responsible for the digital product fulfillment portion of the service. Which of the following should John do in order to follow the principle of Think and Work Holistically?
Which Guiding Principle requires the identification and managing of all stakeholder groups in order to establish more robust communication across the staff?
What are the MOST important skills required by Service Desk staff?
What is a documented agreement between a service provider and a customer that identifies both the services required and the expected level of service?
Which of the following is an example of incident?
Which Guiding Principle considers how the steps of a process can be performed as efficiently as possible?
What is defined as the practice of ensuring that an organization's suppliers and their performance levels are managed appropriately to support the provision of seamless quality products and services?
Which practice would help a user gain access to an application that they need to use?
You are working to design a new service for internal use across your organization. As part of your design efforts, you form a small team with relevant stakeholders from the human resources, information technology, sales, and other relevant departments to ensure the service adequately meets each department's needs and hope this results in great acceptance of the service when delivered. Which Guiding Principle best describes this scenario?
Which value chain activity ensures Continual Improvement of products, services, and practices across all value chain activities and the Four Dimensions of Service Management?
Which practice needs people who understand complex systems and have creative and analytical skills?
The purpose of the Supplier Management practice is to ensure that the organization's suppliers and their performances are [?] appropriately to support the seamless provision of quality products and services.
Which is a key requirement for a successful Service Level Agreement (SLA)?
Which Service Management dimension is focused on the communication systems and knowledge bases used by employees?
During Incident Management, what is it called when the incident is passed on to the next higher level of technician?
How does Service Request Management contribute to the Engage value chain activity?
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