What is the definition of warranty? A. A means of identifying events that could cause harm or loss B. A means of determining whether a service is fit for purpose C. A means of identifying a result for a stakeholder…
Which phase of problem management includes the regular assessment of the effectiveness of workarounds? A. Problem identification B. Problem analysis C. Error control D. Problem control
Identify the missing word in the following sentence. A service is a means of enabling value co-creation by facilitating [?] that customers want to achieve, without the customer having to manage specific costs and risks. A. utility B. warranty C.…
Which are elements of the service value system? A. Service provision, service consumption, service relationship management B. Governance, service value chain, practices C. Outcomes, utility, warranty D. Customer value, stakeholder value, organization
Which dimension of service management considers how activities are coordinated? A. Organizations and people B. Information and technology C. Partners and suppliers D. Value streams and processes
Which practice is MOST associated with the use of empathy to understand users? A. Service desk B. Service level management C. Continual improvement D. Change enablement
Which practice includes management of workarounds and known errors? A. Monitoring and event management B. Service configuration management C. Problem management D. Incident management
Which is a result of applying the guiding principle ‘progress iteratively with feedback’? A. The ability to discover and respond to failure earlier B. Standardization of practices and services C. Understanding the customer’s perception of value D. Understanding the current…
Which statement about the use of measurement in the ‘start where you are’ guiding principle is CORRECT? A. It should always be used to support direct observation B. It should always be used instead of direct observation C. Measured data…
Which helps to streamline the fulfilment of service requests? A. Understanding which service requests can be accomplished with limited approvals B. Creating new workflows for every service request C. Separating requests relating to service failures from the degradation of services…