CertifQ

OPTIONS The improve value chain activity An overall plan Customer requirements Feedback loops ANSWER Customer Requirements EXPLANATION Demand, which includes customer requirements, is the input to SVC.

OPTIONS Collaborate and promote visibility Focus on value Start where you are Keep it simple and practical ANSWER Focus on value EXPLANATION An important element of value is the experience that service consumers have when they interact with the service and the service provider. This...

OPTIONS Schedule, assess, authorize Diagnose, investigate, resolve Initiate, approve, fulfil Acknowledge, classify, own ANSWER Acknowledge, classify, own EXPLANATION Service desks provide a clear path for users to report issues, queries, and requests and have them acknowledged, classified, owned, and actioned.

OPTIONS Requesting a workaround for an issue Requesting information about how to create a document Requesting an enhancement to an application Requesting investigation of a degraded service ANSWER Requesting information about how to create a document EXPLANATION Requesting information about how to create a document...

OPTIONS To ensure services achieve agreed and expected performance To make new or changed services available for use To move new or changed components to live environments To set clear business-based targets for service performance ANSWER To move new or changed components to live environments...

OPTIONS Ensuring that service components are available when needed Providing transparency and good stakeholder relationships Supporting services according to specifications Continually meeting stakeholder expectations for costs ANSWER Continually meeting stakeholder expectations for costs EXPLANATION The purpose of the design and transition value chain activity is...

OPTIONS Service-level management Change enablement Service request management Incident management ANSWER Incident Management EXPLANATION It is important that people working on an incident provide good-quality updates in a timely fashion. These updates should include information about symptoms, business impact, CIs affected, actions completed, and actions...

OPTIONS The service desk should work in close collaboration with support and development teams The service desk should rely on self-service portals instead of escalation to support teams The service desk should remain isolated from technical support teams The service desk should escalate all technical...

OPTIONS A current state assessment that is carried out at the start of an improvement initiative The identification of all interested stakeholders at the start of a improvement initiative An improvement initiative that is broken into a number of manageable sections An assessment of how...