Introduction To Service Management

by: Nuwulang
  1. 1

    One of the five major aspects of Service Design is the design of the service solutions. It includes?

  2. 2

    The BEST description of the purpose of Service Operation is?

  3. 3

    Before embarking on the 7-step Continual Service Improvement (CSI) process, which of the following items need to be identified?

  4. 4

    Which process is responsible for discussing reports with customers showing whether services have met their targets?

  5. 5

    Which is NOT a purpose of Service Transition?

  6. 6

    "Service Management is a set of specialised organisational capabilities for providing value to customers in the form of services". These specialised organisational capabilities include which of the fo

  7. 7

    Which of the following statements about processes is INCORRECT?

  8. 8

    "Service Management is a set of specialised organisational capabilities for providing value to customers in the form of services". These specialised organisational capabilities include which of the fo

  9. 9

    Within the Continual Service Improvement (CSI) 7 step improvement process, data needs to be gathered and analysed from which other area of the lifecycle in order to answer the question "Did we get the

  10. 10

    The term 'Service Management' is best used to describe?

  11. 11

    The BEST description of the purpose of Service Operation is?

  12. 12

    In which core publication can you find detailed descriptions of Service Level Management, Availability Management, Supplier Management and IT Service Continuity Management?

  13. 13

    How many times should each stage of the Plan, Do, Check, Act (PDCA) cycle be visited?

  14. 14

    The BEST description of the purpose of Service Operation is?

  15. 15

    A plan for managing the end of a supplier contract should be created when?

  16. 16

    Which process is responsible for discussing reports with customers showing whether services have met their targets?

  17. 17

    Which of the following statements is CORRECT?

  18. 18

    The BEST description of the guidance provided by Service Design is?

  19. 19

    In Service Operation, if too much emphasis is placed on 'Stability', what might the likely outcome be in terms of responsiveness to customer needs?

  20. 20

    Which of the following is NOT part of the Service Design phase of the Service Lifecycle?

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