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Topic 2, The Service Lifecycle

Whichof the following is NOT an objective of Continual Service Improvement?

A. Review and analyze Service Level Achievement results
B. Identify activities to improve the efficiency of service management processes
C. Improve the cost effectiveness of IT services without sacrificing customer satisfaction
D. Conduct activities to deliver and manage services at agreed levels to business users

Answer(s): D
Which one of the following is NOT part of the service design stage of the service lifecycle?

A. Designing and maintaining all necessary service transition packages
B. Producing quality, secure and resilient designs for new or improved services
C. Taking service strategies and ensuring they are reflected in the service design processes
and the servicedesigns that are produced
D. Measuring the effectiveness and efficiency of service design and the supporting processes

Answer(s): A
Which statement should NOT be part of the value proposition for Service Design?

A. Reduced total cost of ownership
B. Improved quality of service
C. Improved Service alignment with business goals
D. Better balance of technical skil s to support live services

Answer(s): D
Which of the following provide value to the business from service strategy?

1. Enabling the service provider to have a clear understanding of what levels of service will
make their customers successful
2. Enabling the service provider to respond quickly and effectively to changes in the
business environment
3. Support the creation of a portfolio of quantified services

A. Al of the above
B. 1 and3 only
C. 1 and 2 only
D. 2 and 3 only

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