You have just been promoted to the role of the Service Desk manager. The manager before you loved metrics, and the Service Desk is currently spending numerous hours per week creating reports based on over 150 different metrics they call 'measures of effectiveness'. You believe there are simply too many metrics being collected and begin an analysis of each one to determine if is it providing valuable information. For the ones you find without value, you eliminate the requirement to track and report on those metrics. Which Guiding Principle are you following in this scenario?
#243
Which is a service request?
#244
Which action is performed by a service provider?
#245
Your laptop was connected to the corporate wireless network this morning but when you came back from lunch, it refuses to connect to the network. What term best describes this scenario?
#246
Which dimension includes the knowledge needed for the management of services?
#247
Which practice provides users with a way to get various requests arranged, explained and coordinated?
#248
What must always be done before an activity is automated?
#249
Which of these are a key focus of the Organization and People dimension?
#250
A small start-up in San Francisco is launching a brand new iPhone app. Their staff is small, but they have big dreams and ideas for their app. The app will perform 15 different functions when it is fully developed. Currently, the app only has 4 functions completed, but the company decided to release the app to get some initial feedback. Based on the feedback, the company changed the third function to improve the customer experience and continued to add one function every 3 weeks to the app. What Guiding Principle best describes what the company was doing?
#251
Which is a use of the change schedule?
#252
What is the purpose of the Deployment Management practice?
#253
Which describes the utility of a service?
#254
What is a service?
#255
What term best describes a service that is Fit for Purpose?
#256
What is the PRIMARY use of a change schedule?
#257
What can a service remove from the consumer and impose on the consumer?
#258
Management has set a goal to reduce the number of physical servers in the datacenter by 10% this year. Your team is responsible for creating a plan to migrate 50% of the physical servers into virtualized systems. Which step of the Continual Improvement model are you currently working on?
