What BEST describes the value of service transition to the business?

1. A. It supports the creation of a catalogue of services
2. B. It leads to gradual and continual improvement in service quality
3. C. It provides quick and effective access to standard services
4. D. It results in higher volumes of successful change

Correct Answer: D

Which statement is CORRECT?

1. A. A function is a set of responsibilities allocated to a service manager
2. B. A process is a team or group of people and the tools they use to perform one or more activities
3. C. A function is a set of specialised organisational capabilities
4. D. A process is a structured set of activities designed to accomplish a specific objective

Correct Answer: D

Which of these statements about Service Desk staff is CORRECT?

1. A. Service Desk staff should be recruited from people who have high levels of technical skill tominimize the cost of training them
2. B. The Service Desk can often be used as a stepping stone for staff to move into other more technical or supervisory roles
3. C. The Service Desk should try to have a high level of staff turnover as the training requirements are low and this helps to minimize salaries
4. D. Service Desk staff should be discouraged from applying for other roles as it is more cost effective to keep them in the role where they have been trained

Correct Answer: B

Ensuring all needed contracts and agreements are in place

1. A. 1 and 3 only
2. B. All of the above
3. C. 2 and 3 only
4. D. 1 and 2 only

Correct Answer: A

Where should the following information be stored?
Solution:


Does this meet the goal?

1. A. Yes
2. B. No

Correct Answer: A