Which of the following is NOT a source of best practice?
A. Standards
B. Technology
C. Academic research
D. Internal experience
What are customers of IT services who do NOT work in the same organization as the service provider known as?
A. Strategic customers
B. External customers
C. Valued customers
D. Internal customers
Which of the following are sources of best practice?
1.
Academic research
2.
Internal experience
3.
Industry practices
A. All of the above
B. 1 and 3 only
C. 1 and 2 only
D. 2 and 3 only
Which of the following are classed as stakeholders in service management?
1.
Customers
2.
Users
3.
Suppliers
A. All of the above
B. 1 and 3 only
C. 1 and 2 only
D. 2 and 3 only
What are customers of IT services who work in the same organization as the service provider known as?
A. Strategic customers
B. External customers
C. Valued customers
D. Internal customers
Which is the correct definition of a customer facing service?
A. One which directly supports the business processes of customers
B. A service that cannot be allowed to fail
C. One which is not covered by a service level agreement
D. A service not directly used by the business
Which of the following are sources of best practice?
1.
Academic research
2.
Internal experience
3.
Industry practices
A. All of the above
B. 1 and 3 only
C. 1 and 2 only
D. 2 and 3 only
What would you call the groups of people who have an interest in the activities, targets, resources and deliverables from service management?
A. Employers
B. Stakeholders
C. Regulators
D. Accreditors
Which one of the following would NOT be defined as part of every process?
A. Roles
B. Inputs and outputs
C. Functions
D. Metrics
Which of the following is the best definition of IT service management?
A. An internal service provider that is embedded within a business unit
B. A complete set of all the documentation required to deliver world class services to customers
C. Technical implementation of supporting IT infrastructure components
D. The implementation and management of quality IT services that meet business needs
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