Enabling the service provider to have a clear understanding of what levels of service will make their customers successful
Solution:


Does this meet the goal?

1. A. Yes
2. B. No

Correct Answer: A

Which of the following would NOT be a task carried out by the Request Fulfillment process?

1. A. The sourcing and delivering of the components of requested standard services (e.
2. B. licenses and software media}
3. C. Provision of a channel for users to request and receive standard services for which a pre-defined approval and qualification process exists
4. D. Provision of information used to compare actual performance against design standards
5. E. Provision of information to users and customers about the availability of services and the procedure for obtaining them

Correct Answer: C

Performance reporting
Solution:


Does this meet the goal?

1. A. Yes
2. B. No

Correct Answer: A

Which one of the following is an objective of service transition?

1. A. To negotiate service levels for new services
2. B. To ensure that service changes create the expected business value
3. C. To minimize the impact of service outages on day-to-day business activities
4. D. To plan and manage entries in the service catalogue

Correct Answer: B

The MAIN purpose of the Service Portfolio is to describe services in terms of?

1. A. Business Value
2. B. Functionality
3. C. IT Assets
4. D. Service Level Requirements

Correct Answer: A