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94% Average Score

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Questions # 21:

Which of the following statements is CORRECT for every process?

1. It delivers its primary results to a customer or stakeholder

2. It defines activities that are executed by a single function

Options:

A.

Both of the above

B.

1 only

C.

Neither of the above

D.

2 only

Questions # 22:

What type of services are NOT directly used by the business but are required by the service provider to deliver customer facing services?

Options:

A.

Business services

B.

Component services

C.

Supporting services

D.

Customer services

Questions # 23:

Which of the following is the best definition of IT service management?

Options:

A.

An internal service provider that is embedded within a business unit

B.

A complete set of all the documentation required to deliver world class services to customers

C.

Technical implementation of supporting IT infrastructure components

D.

The implementation and management of quality IT services that meet business needs

Questions # 24:

Which of the following are classed as stakeholders in service management?

1. Customers

2. Users

3. Suppliers

Options:

A.

All of the above

B.

1 and 3 only

C.

1 and 2 only

D.

2 and 3 only

Questions # 25:

Which of the following are sources of best practice?

1. Academic research

2. Internal experience

3. Industry practices

Options:

A.

All of the above

B.

1 and 3 only

C.

1 and 2 only

D.

2 and 3 only

Questions # 26:

Which is the correct definition of a customer facing service?

Options:

A.

One which directly supports the business processes of customers

B.

A service that cannot be allowed to fail

C.

One which is not covered by a service level agreement

D.

A service not directly used by the business

Questions # 27:

Which of the following are sources of best practice?

1. Academic research

2. Internal experience

3. Industry practices

Options:

A.

All of the above

B.

1 and 3 only

C.

1 and 2 only

D.

2 and 3 only

Questions # 28:

What are customers of IT services who work in the same organization as the service provider known as?

Options:

A.

Strategic customers

B.

External customers

C.

Valued customers

D.

Internal customers

Questions # 29:

Which one of the following is the BEST definition of the term 'service management'?

Options:

A.

A set of specialized organizational capabilities for providing value to customers in the form of services

B.

A group of interacting, interrelated, or independent components that form a unified whole, operating together for a common purpose

C.

The management of functions within an organization to perform certain activities

D.

Units of organizations with roles to perform certain activities

Questions # 30:

What should a service always deliver to customers?

Options:

A.

Applications

B.

Infrastructure

C.

Value

D.

Resources

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