Things that were done correctly
Solution:


Does this meet the goal?

1. A. Yes
2. B. No

Correct Answer: A

What is the best description of an external customer?

1. A. Someone who works in the same organization but in a different business unit to the service provider
2. B. Anyone who gets charged for the delivered services
3. C. Customers who are not part of the same organization as the service provider
4. D. Customers for whom the cost of the service is the primary driver

Correct Answer: C

Within service design, what is the key output handed over to service transition?

1. A. Measurement, methods and metrics
2. B. Service design package
3. C. Service portfolio design
4. D. Process definitions

Correct Answer: B

What type of record should you raise when a problem diagnosis is complete and a workaround is available?

1. A. A service object
2. B. An incident
3. C. A change
4. D. A known error

Correct Answer: D

Metrics

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

Correct Answer: D