Which statement about metrics is CORRECT?

• A.Process metrics can be used to measure end-to-end service performance
• B.Technology metrics can be used to measure component performance and availability
• C.Process metrics can be used to measure the utilization of a supplier's network
• D.Technology metrics can be used to determine the overall health of a process

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Which practice owns and manages issues, queries and requests from users?

• A.Service desk
• B.Problem management
• C.Change control
• D.Incident management

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Which is included in the purpose of the `design and transition' value chain activity?

• A.Providing transparency and good stakeholder relationships
• B.Continually meeting stakeholder expectations for costs
• C.Ensuring that service components are available when needed
• D.Supporting services according to specifications

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Which dimension includes the knowledge needed for the management of services?

• A.Value streams and processes
• B.Partners and suppliers
• C.Information and technology
• D.Organizations and people

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What is a recommendation of the `focus on value' guiding principle?

• A.Focus on the value of new and significant projects first
• B.Focus on value at every step of the improvement
• C.Make `focus on value' a responsibility of the management
• D.Focus on value for the service provider first

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