Which is the CORRECT list of metrics to support CSI activities?

• A.Technology, customer and business
• B.Business, service and technology
• C.Customer, business and process
• D.Process, technology and service

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Which of the following is an objective of business relationship management?

• A.To ensure strategic plans for IT services exist
• B.To identify patterns of business activity
• C.To secure funding to manage the provision of services
• D.To ensure high levels of customer satisfaction

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Which statement about services is CORRECT?

• A.Internal services are provided by suppliers to the internal IT department
• B.External services are provided to business units in the same organisation
• C.Internal services are delivered to external customers
• D.External services are delivered to external customers

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Understanding what to measure and why it is being measured are key contributors to which part of the Service Lifecycle?

• A.Continual Service Improvement
• B.Service Design
• C.Service Operation
• D.Service Strategy

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Remediation planning is BEST described in which of the following ways?

• A.Planning how to advise the change requestor of a failed change
• B.Planning the steps required to be taken if a change is unsuccessful
• C.Planning how to compensate a user for a failed change
• D.Planning how to recover the cost of a change

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