Which of the following are commonly used terms when discussing service improvement outcomes?
1) Improvements
2) Benefits
3) Return On Investment (ROI)
4) Value On Investment(VOI)
5) Resources

• A.1, 2, 3, and 4 only
• B.1, 2, and 4 only
• C.2, 3, and 5 only
• D.1, 2, 3, 4, and 5
• E.2, 3, 4, and 5 only

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Which of the following individuals provides service feedback to the providers?

• A.User representatives
• B.Project sponsors
• C.Compliance officers
• D.Suppliers

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Benchmarking is a continuous process that can be time consuming to do correctly.
Which of the following guidelines for performing benchmarking identifies the critical processes and creates measurement techniques to grade the process?

• A.Adapt
• B.Plan
• C.Improve
• D.Research

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Which of the following is MOST important for IT governance to have in place to ensure the enterprise can maintain operations during extensive system downtime?

• A.A crisis communications plan
• B.A business continuity plan (BCP)
• C.Fault-tolerant hardware
• D.An incident response plan

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Which of the following types of risks includes currency risk, liquidity risk, and technology obsolescence?

• A.Operational risk
• B.Asset risk
• C.Strategic risk
• D.Hazard risk

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