In service relationships, what is a benefit of identifying consumer roles?

• A.It enables effective stakeholder management
• B.It enables a common definition of value
• C.It provides shared service expectations
• D.It removes constraints from the customer

Comment: *

Name: *

Email: *

Verification: *

Which TWO statements about the 'service request management' practice are CORRECT?
1. Service requests are part of normal service delivery
2. Complaints can be handled as service requests
3. Service requests result from a failure in service
4. Normal changes should be handled as service requests

• A.3 and 4
• B.2 and 3
• C.1 and 4
• D.1 and 2

Comment: *

Name: *

Email: *

Verification: *

Which directly assists with the diagnosis and resolution of simple incidents?

• A.Fulfillment of service requests
• B.Use of shift working patterns
• C.Creation of a temporary team
• D.Scripts for collecting user information

Comment: *

Name: *

Email: *

Verification: *

Which practice has a purpose that includes maximizing success by ensuring that risks have been properly assessed?

• A.Relationship management
• B.Change enablement
• C.Release management
• D.Monitoring and event management

Comment: *

Name: *

Email: *

Verification: *

Identify the missing word in the following sentence.
A service is a means of enabling value co-creation by facilitating outcomes that customers want to achieve,
without
the customer having to manage specific [?] and risks.

• A.information
• B.utility
• C.costs
• D.warranty

Comment: *

Name: *

Email: *

Verification: *