Process design

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

Correct Answer: D

Which of the following provide value to the business from service strategy?
Solution:


Does this meet the goal?

1. A. Yes
2. B. No

Correct Answer: A

Which of the following is an example of self-help capabilities?

1. A. Menu-driven range of facilities used to access service requests
2. B. Calls to the service desk to register standard changes
3. C. A software update downloaded automatically to all laptops in an organization
4. D. Software to allow programmers to debug code

Correct Answer: A

Continual Improvement
Solution:


Does this meet the goal?

1. A. Yes
2. B. No

Correct Answer: A

Which of the following are the MAIN objectives of incident management?
Solution:


Does this meet the goal?

1. A. Yes
2. B. No

Correct Answer: A