Which practice identified metrics that reflect the customer's experience of a service? - AN-
SWER Service Level Management
To plan changes and help avoid conflicts - ANSWER What is the PRIMARY use of a change
schedule
How does categorization of incidents assist the 'incident management' practice? - AN-
SWER It helps direct the incident to the correct support area
Which is a potential benefit of using an IT service management tool to support the 'incident
management' practice - ANSWER It may ensure that the cause of incidents is identified
within agreed times
Which guiding principle recommends that the four dimensions of service management are
considered - ANSWER Focus on value
Which guiding principle recommends collecting data before deciding what can be re-used? -
ANSWER Start where you are
Which describes the nature of the guiding principles - ANSWER Guiding principles can
guide an organization in all circumstances
What are the two types of cost that a service consumer should evaluate - ANSWER The
cost removed by the service, and the consts imposed by the service
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SWER Service Level Management
To plan changes and help avoid conflicts - ANSWER What is the PRIMARY use of a change
schedule
How does categorization of incidents assist the 'incident management' practice? - AN-
SWER It helps direct the incident to the correct support area
Which is a potential benefit of using an IT service management tool to support the 'incident
management' practice - ANSWER It may ensure that the cause of incidents is identified
within agreed times
Which guiding principle recommends that the four dimensions of service management are
considered - ANSWER Focus on value
Which guiding principle recommends collecting data before deciding what can be re-used? -
ANSWER Start where you are
Which describes the nature of the guiding principles - ANSWER Guiding principles can
guide an organization in all circumstances
What are the two types of cost that a service consumer should evaluate - ANSWER The
cost removed by the service, and the consts imposed by the service
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