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Question No.91

Which one of the following do technology metrics measure?

1. Components

2. Processes

3. The end-to-end service

4. Customer satisfaction

Correct Answer: A

Question No.92

At which stage of the service lifecycle should the processes necessary to operate a new service be defined?

1. Service design: Design the processes

2. Service strategy: Develop the offerings

3. Service transition: Plan and prepare for deployment

4. Service operation: IT operations management

Correct Answer: A

Question No.93

Which one of the following does service metrics measure?

1. Functions

2. Maturity and cost

3. The end-to-end service

4. Infrastructure availability

Correct Answer: C

Question No.94

What do customer perceptions and business outcomes help to define?

1. The value of a service

2. Governance

3. Total cost of ownership (TCO)

4. Key performance indicators (KPIs)

Correct Answer: A

Question No.95

The design of IT services requires the effective and efficient use of quot;the four Psquot;. What are these four Ps?

1. People, process, partners, performance

2. Performance, process, products, plans

3. People, process, products, partners

4. People, products, plans, partners

Correct Answer: C

Question No.96

Which process is responsible for dealing with complaints, comments, and general enquiries from users?

1. Service level management

2. Service portfolio management

3. Request fulfilment

4. Demand management

Correct Answer: C

Question No.97

Which of the following is NOT a valid objective of problem management?

1. To prevent problems and their resultant Incidents

2. To manage problems throughout their lifecycle

3. To restore service to a user

4. To eliminate recurring incidents

Correct Answer: C

Question No.98

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

Correct Answer: A

Question No.99

Remediation planning is BEST described in which of the following ways?

1. Planning how to recover the cost of a change

2. Planning the steps required to be taken if a change is unsuccessful

3. Planning how to compensate a user for a failed change

4. Planning how to advise the change requestor of a failed change

Correct Answer: B

Question No.100

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

Correct Answer: C

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