Month: October 2021

OPTIONS Change enablement Service-level management Problem management Service desk ANSWER Service Desk EXPLANATION The purpose of the service desk practice is to capture demand for incident resolution and service requests. It should also be the entry point and single point of contact for the service...

OPTIONS As soon as a solution for the problem has been identifiedAs soon as a workaround for the problem has been identifiedAs soon as the analysis of the frequency and impact of incidents justifies the changeAs soon as the analysis of cost, risks, and benefits...

It is created from shared values based on how it carries out its work It is determined by the type of technology used to support services It should be based on the culture of prospective suppliers It should be based on the objectives of the...

ANSWER Incident analysis skills Technical skills Problem resolution skills Supplier management skills ANSWER Incident analysis skills EXPLANATION Service desk staff require training and competency across a number of broad technical and business areas. In particular, they need to demonstrate excellent customer service skills such as...

OPTIONS Single system-based metrics Metrics for the percentage of uptime of a service Operational metrics Metrics linked to defined outcomes ANSWER Metrics linked to defined outcomes EXPLANATION Metrics linked to defined outcomes refer to the principle focus on value. Understand their expected outcomes, how each...

OPTIONS Change enablement Continual improvement Problem management Service desk ANSWER Problem management EXPLANATION The purpose of problem management is to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents and managing workarounds and known errors.

OPTIONS Rapid escalation Formation of a temporary team The use of scripts Problem prioritization ANSWER The use of scripts EXPLANATION There may be scripts for collecting information from users during initial contact, and this may lead directly to diagnosis and resolution of simple incidents.

OPTIONS Service value chain activities Service-level management Service value chain inputs Change enablement ANSWER Service value chain activities EXPLANATION Engage, plan, and improve are part of the six activities of the service value chain.

OPTIONS The management of resources configured to deliver the service The management of resources needed to provide the service The grouping of one or more services based on one or more products The joint activities performed to ensure continuous value cocreation ANSWER The management of...