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Viewing questions 11-20 out of questions
Questions # 11:

Which is a purpose of the ‘relationship management’ practice?

Options:

A.

To systematically observe services and service components

B.

To protect the information needed by the organization to conduct its business

C.

To be the entry point and single point of contact for the service provider with all of its users

D.

To identify, analyze, monitor, and continually improve links with stakeholders

Expert Solution
Questions # 12:

Which practice nurtures links with stakeholders at strategic and tactical levels'?

Options:

A.

Supplier management

B.

Relationship management

C.

Continual improvement

D.

Service level management

Expert Solution
Questions # 13:

Which statement about outcome is CORRECT?

Options:

A.

Outcomes rely on outputs to deliver results for a stakeholder

B.

Outcomes use activities to produce tangible or intangible deliverables

C.

Outcomes give service consumers assurance of products or services

D.

Outcomes help a service consumer to assess the cost of a specific activity

Expert Solution
Questions # 14:

Which ITIL concept helps an organization to make good decisions?

Options:

A.

Four dimensions of service management

B.

Guiding principles

C.

Service value chain

D.

Practices

Expert Solution
Questions # 15:

Which dimension considers the application of artificial intelligence to service management?

Options:

A.

Organizations and people

B.

Information and technology

C.

Partners and suppliers

D.

Value streams and processes

Expert Solution
Questions # 16:

Why should a service level manager carry out regular service reviews?

Options:

A.

To ensure that agreements are written simply and are easy to understand

B.

To collect information about service consumer goals and objectives

C.

To capture information about service issues and performance against agreed goals

D.

To ensure continual improvement of services, so that they meet the evolving needs of service consumers

Expert Solution
Questions # 17:

Which is a low risk change that has been pre-approved so that no additional authorization is needed?

Options:

A.

A standard change

B.

A change model

C.

An emergency change

D.

A normal change

Expert Solution
Questions # 18:

Which two statements about the guiding principles are CORRECT?

1.The guiding principles support continual improvement

2.Each guiding principle applies to a selection of the available stakeholder groups

3.Organizations should decide which one of the guiding principles is relevant to them

4.Organizations should consider how the guiding principles interact with each other

Options:

A.

1 and 2

B.

2 and 3

C.

3 and 4

D.

1 and 4

Expert Solution
Questions # 19:

Which statement about output is correct?

Options:

A.

They consist of several outcomes.

B.

They capture customer demand for services

C.

They contribute to the achievement of outcomes

D.

They describes how the service performs.

Expert Solution
Questions # 20:

Which is part of service provision?

Options:

A.

The management of resources configured to deliver the service

B.

The management of resources needed to consume the service

C.

The grouping of one or more services based on one or more products

D.

The joint activities performed to ensure continual value co-creation

Expert Solution
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