What is required by all service desk staff?

• A.Root cause analysis skills
• B.Excellent technical knowledge
• C.Knowledge of telephony technology
• D.Demonstration of emotional intelligence

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Which is a purpose of the 'relationship management' practice?

• A.To systematically observe services and service components
• B.To protect the information needed by the organization to conduct its business
• C.To be the entry point and single point of contact for the service provider with all of its users
• D.To identify, analyze, monitor, and continually improve links with stakeholders

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Which guiding principle recommends collecting data before deciding what can be re-used?

• A.Progress interactively with feedback
• B.Focus on value
• C.Start where you are
• D.Keep it simple and practical

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Which is a purpose of the 'engage' value chain activity?

• A.Ensuring that the organization's vision is understood
• B.Ensuring the continual improvement of services
• C.Providing transparency and good relationships
• D.Meeting expectations for quality, costs and time-to-market

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Which statement about outcomes is CORRECT?

• A.They are deliverables provided to service consumers.
• B.They allow service consumers to achieve a desired result.
• C.They provide products to service providers based on outputs.
• D.The co-create value for service providers by reducing costs and risks.

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