Which of the following is the correct definition of an outcome?

• A.All incidents reported to the service desk
• B.All the accumulated knowledge of the service provider
• C.The result of carrying out an activity, following a process or delivering an IT service
• D.The results specific to the clauses in a service level agreement (SLA)

Comment: *

Name: *

Email: *

Verification: *

Which is a responsibility of a customer within the service level management process?

• A.Measure service availability
• B.Agree Service level targets
• C.Negotiate third party contracts
• D.Supply good or services

Comment: *

Name: *

Email: *

Verification: *

What BEST describes the value of service transition to the business?

• A.It leads to gradual and continual improvement in service quality
• B.It results in higher volumes of successful change
• C.It supports the creation of a catalogue of services
• D.It provides quick and effective access to standard services

Comment: *

Name: *

Email: *

Verification: *

The experiences, ideas, insights and values of individuals are examples of which level of understanding within knowledge management?

• A.Information
• B.Governance
• C.Knowledge
• D.Data

Comment: *

Name: *

Email: *

Verification: *

Which one of the following is the BEST definition of the term 'service management'?

• A.Units of organizations with roles to perform certain activities
• B.A group of interacting, interrelated, or independent components that form a unified whole, operating together for a common purpose
• C.The management of functions within an organization to perform certain activities
• D.A set of specialized organizational capabilities for providing value to customers in the form of services

Comment: *

Name: *

Email: *

Verification: *