Introduction To Service Management

by: Nuwulang
  1. 1

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

  2. 2

    "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

  3. 3

    The BEST description of the purpose of Service Operation is?

  4. 4

    The BEST description of the purpose of Service Operation is?

  5. 5

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

  6. 6

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

  7. 7

    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

  8. 8

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

  9. 9

    Which of the following statements is CORRECT?

  10. 10

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

  11. 11

    Which of the following statements about processes is INCORRECT?

  12. 12

    Which is NOT a purpose of Service Transition?

  13. 13

    The BEST description of the purpose of Service Operation is?

  14. 14

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

  15. 15

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

  16. 16

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

  17. 17

    "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

  18. 18

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

  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

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

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