QUESTION: 77

Which of the following BEST describes 'Partners' in the phrase "People, Processes, Products and Partners"?

Suppliers, manufacturers and vendors
Customers
Internal departments
The Facilities Management function

Answer(s): A

Which of the following questions does guidance in Service Strategy help answer?

1. What services should we offer and to whom?
2. How do we differentiate ourselves from competing alternatives?
3. How do we truly create value for our customers?

1 only
2 only
3 only
All of the above

Answer(s): D

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QUESTION: 79

Which of the following is NOT an example of Self-Help capabilities?

Requirement to always call the service desk for service requests
Web front-end
Menu-driven range of self-help and service requests
A direct interface into the back-end process-handling software

Answer(s): A

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QUESTION: 80

Which stage of the Service Lifecycle is MOST concerned with defining policies and objectives?

Service Design
Service Transition
Service Strategy
Service Operation

Answer(s): C

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QUESTION: 77

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QUESTION: 79

QUESTION: 80