QUESTION: 45

Which is the correct definition of a customer facing service?

One which directly supports the business processes of customers
A service that cannot be allowed to fail
One which is not covered by a service level agreement
A service not directly used by the business

Answer(s): A

Which of the following would commonly be found in a contract underpinning an IT service?
1. Financial arrangements related to the contract
2. Description of the goods or service provided
3. Responsibilities and dependencies for both parties

1 and 2 only
1 and 3 only
2 and 3 only
All of the above

Answer(s): D

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QUESTION: 47

Which one of the following is the CORRECT set of steps for the continual service improvement approach?

Devise a strategy; Design the solution; Transition into production; Operate the solution; Continually improve
Where do we want to be?; How do we get there?; How do we check we arrived?; How do we keep the momentum going?
Identify the required business outcomes; Plan how to achieve the outcomes; Implement the plan; Check the plan has been properly implemented; Improve the solution
What is the vision?; Where are we now?; Where do we want to be?; How do we get there?; Did we get there?; How do we keep the momentum going?

Answer(s): D

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QUESTION: 48

What would you call the groups of people who have an interest in the activities, targets, resources and deliverables from service management?

Employers
Stakeholders
Regulators
Accreditors

Answer(s): B

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QUESTION: 48