What is a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks?

• A.A service
• B.Service management
• C.Continual improvement
• D.An IT asset

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What term is used to describe the functionality of a service?

• A.Output
• B.Outcome
• C.Warranty
• D.Utility

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Which practice recommends using tools for collaboration and the automated matching of symptoms?

• A.Problem management
• B.Service level management
• C.Service request management
• D.Incident management

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Which statement BEST describes the value of service strategy to the business?

• A.It enables the service provider to understand what levels of service will make their customers successful
• B.It reduces the duration and frequency of service outages
• C.It allows higher volumes of successful change
• D.It reduces unplanned costs through optimized handling of service outages

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Which is an example of a business related measurement?

• A.The average time to response to change requests
• B.The average resolution time for incidents
• C.The number of passengers checked in
• D.The number of problems resolved

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