A. Customer / Business Needs
B. Service Release
C. Service Requirements
D. Service Solution

Answer(s): A
QUESTION: 30
Service Acceptance criteria are used to?

A. Ensure the design stage of the Lifecycle
B. Ensure Portfolio Management is in place
C. Ensure delivery and support of a service
D. Ensure service Key Performance Indicators (KPIs) are reported

Answer(s): C
QUESTION: 31
Contracts relating to an outsourced Data Centre would be managed by?

A. Service Desk
B. Facilities Management
C. Technical Management
D. IT Operations Control

Answer(s): B
QUESTION: 32
Which of the following are Service Desk organizational structures?

1. Local Service Desk
2. Virtual Service Desk
3. IT Help Desk
4. Fol ow the Sun

A. 2, 3 and 4 only
B. 1, 2 and 4 only
C. 1, 2 and 3 only
D. 1, 3 and 4 only

Answer(s): B
QUESTION: 33
"Service Management is a set of specialized organizational capabilities for providing value to
customers in the form of services". These specialized organizational capabilities include which
of the following?
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