Where are the details of the required performance outcomes of a service denned?

• A.Service offerings
• B.Service requests
• C.Service components
• D.Service level agreements

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Which is an example of a business related measurement?

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

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Which value chain activity communicates the current status of all four dimensions of service management?

• A.Plan
• B.Engage
• C.Obtain/build
• D.Improve

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Identify the missing work in the following sentence.
An organization which is undertaking an improvement initiative should [?] the existing methods and services when building for the future.

• A.Discard
• B.Consider
• C.Improve
• D.Re-use

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Which practice identifies metrics that reflect a customer experience of a service?

• A.Continual improvement
• B.Service desk
• C.Service level management
• D.Problem management

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