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Service Management - Answer- A set of specialized organizational capabilities for enabling value for customers in the form of services Service Management - Answer- A set of specialized organizational capabilities for enabling value for customers in the form of services Output - Answer- Tangibl...

Which practice includes the classification and ownership of queries and requests from users? A. Service desk B. Incident management C. Change control D. Service level management - Answer- A. "Service desks provide a clear path for users to report issues, queries, and requests, and have them ac...

A. Cost B. Utility C. Warranty D. Risk - Answer- A. Incorrect. Cost is "The amount of money spent on a specific activity or resource." Ref 2.5.2 B. Correct. Utility is "The functionality offered by a product or service." Ref 2.5.4 C. Incorrect. Warranty is "Assurance that a product or...

What is the effect of increased automation on the 'service desk' practice? - Answer- Greater ability to focus on customer experience when personal contact is needed Which term describes the functionality offered by a service? - Answer- Utility Which is the purpose of the 'monitoring and eve...

PESTLE (list) - Answer- Political Economic Social Technological Legal Environmental 4 dimensions of service management - Answer- organizations & people information & technology partners & suppliers value streams & processes components of the service value system - Answer- inputs: -op...

Which role is responsible for carrying out the activities of a process? A. Process owner B. Change manager C. Service manager D. Process practitioner - Answer- d Which process or function is responsible for monitoring activities and events in the IT infrastructure? A. Service level manag...

ITIL - Answer- Describes how the components and activities of an organization interact to create value through IT-enabled services This formerly stood for "Information Technology Infrastructure Library" but is no longer an acronym - Answer- ITIL ITIL Service Value System - Answer- ITIL SVS ...

How does prioritization of incidents assist in incident Managment? - Answer- It ensures that incidents are resolved as quickly as possible Which value chain activity provides information about service Improvements to all value chain activities - Answer- Improve Which is the a purpose of the "...

How does prioritization of incidents assist in incident Managment? - Answer- It ensures that incidents are resolved as quickly as possible Which value chain activity provides information about service Improvements to all value chain activities - Answer- Improve Which is the a purpose of the "...

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