58

58 practice questions, page 12 of 14, with answer review and explanations.

Question 56

Which of the following identify the purpose of business relationship management? 1. To establish and maintain a business relationship between service provider and customer 2. To identify customer needs and ensure that the service provider is able to meet

  1. Both of the above
  2. 1 only
  3. 2 only
  4. Neither of the above

Question 57

Which of the following is the correct definition of an outcome?

  1. The results specific to the clauses in a service level agreement (SLA)
  2. The result of carrying out an activity, following a process or delivering an IT service
  3. All the accumulated knowledge of the service provider
  4. All incidents reported to the service desk

Question 58

Understanding what to measure and why it is being measured are key contributors to which part of the Service Lifecycle?

  1. Service Strategy
  2. Continual Service Improvement
  3. Service Operation
  4. Service Design

Question 59

Which process would ensure that utility and warranty requirements are properly addressed in service designs?

  1. Availability management
  2. Capacity management
  3. Design coordination
  4. Release management

Question 60

What would be the next step in the continual service improvement (CSI) model after? 1. What is the vision? 2. Where are we now? 3. Where do we want to be? 4. How do we get there? 5. Did we get there? 6. ?

  1. What is the return on investment (ROI)?
  2. How much did it cost?
  3. How do we keep the momentum going?
  4. What is the value on investment (VOI)?