QUESTION: 13

The consideration of value creation is a principle of which stageof the service lifecycle?

Continual service improvement
Service strategy
Service design
Service transition

Answer(s): B

QUESTION: 14

Which of the following should be documented in an incident model?
1. Details of the service level agreement (SLA) pertaining to the incident
2. Chronological order of steps to resolve the incident

1 only
2 only
Both of the above
Neither of the above

Answer(s): B

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QUESTION: 15

Hierarchic escalation is BEST described as?

Notifying more senior levels of management about an incident
Passing an incident to people with a greater level of technical skill
Using moresenior specialists than necessary to resolve an Incident to maintain customer satisfaction
Failing to meet the incident resolution times specified in a service level agreement

Answer(s): A

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