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NEW QUESTION 20
Which statement about costs is CORRECT?
- A. Costs removed from the consumer are part of service consumption
- B. Costs imposed on the consumer are costs of service utility
- C. Costs removed from the consumer are part of the value proposition
- D. Costs imposed on the consumer are costs of service warranty
Answer: C
NEW QUESTION 21
Which is a service request?
- A. Requesting information about how to create a document
- B. Requesting a workaround for an issue
- C. Requesting investigation of a degraded service
- D. Requesting an enhancement to an application
Answer: A
Explanation:
Explanation
NEW QUESTION 22
Which is a key requirement for a successful service level agreement?
- A. It should be simply written and easy to understand
- B. It should relate to simple operational metrics
- C. It should be based on the service provider's view of the service
- D. It should be written in legal language
Answer: A
NEW QUESTION 23
Which describes a set of defined steps for implementing improvements?
- A. The `improve' value chain activity
- B. The `engage' value chain activity
- C. The `continual improvement register'
- D. The `continual improvement model'
Answer: D
NEW QUESTION 24
Which is a purpose of the 'service desk' practice?
- A. To be the entry point and single point of contact for the service provider with all of its users
- B. To support the agreed quality of a service by handling all pre-defined, user-initiated service requests
- C. To establish and nurture the links between the organization and its stakeholders at strategic and tactical levels
- D. To minimize the negative impact of incidents by restoring normal service operation as quickly as possible
Answer: A
NEW QUESTION 25
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