How does 'service level management' contribute to the 'design and transition' value
chain activity?
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Provides feedback from interactions with customers into new or changed
services
Identify the missing word in the following sentence. The [?] is the practice of
capturing demand for incident resolution and service requests.
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Service desk
,Which guiding principle is most affected by the customer experience (CX)?
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Focus on value
You are working as a part of the problem management team and discovered that
multiple incidents are linked together due to a problem with the current version of
the web browser installed on the workstations across the network. You have
identified that this could be solved by upgrading the web browser to the newest
available version. Your team has requested that all of the workstations in the
organization receive an updated web browser through the change management
activity to solve this problem. Which value chain activity will be responsible for
upgrading all the workstations?
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Obtain/build
What is the definition of a customer?
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A person who defines the requirements for a service and takes
responsibility for the outcomes of service consumption.
How does 'service request management' contribute to the 'improve' value chain
activity?
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It analyzes data to identify opportunities to provide new service request
options
Identify the missing word(s) in the following sentence. Warranty is the assurance
that a product or service will meet [?] requirements.
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Agreed
How does 'service request management' contribute to 'design and transition' activity?
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By initiating standard changes to to fulfill service requests
Identify the missing word in the following sentence. [?] is the practice of ensuring that
risks are properly assessed, authorizing changes to proceed, and managing a change
schedule in order to maximize the number of successful IT changes.
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Change enablement
chain activity?
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Provides feedback from interactions with customers into new or changed
services
Identify the missing word in the following sentence. The [?] is the practice of
capturing demand for incident resolution and service requests.
Give this one a try later!
Service desk
,Which guiding principle is most affected by the customer experience (CX)?
Give this one a try later!
Focus on value
You are working as a part of the problem management team and discovered that
multiple incidents are linked together due to a problem with the current version of
the web browser installed on the workstations across the network. You have
identified that this could be solved by upgrading the web browser to the newest
available version. Your team has requested that all of the workstations in the
organization receive an updated web browser through the change management
activity to solve this problem. Which value chain activity will be responsible for
upgrading all the workstations?
Give this one a try later!
Obtain/build
What is the definition of a customer?
Give this one a try later!
A person who defines the requirements for a service and takes
responsibility for the outcomes of service consumption.
How does 'service request management' contribute to the 'improve' value chain
activity?
, Give this one a try later!
It analyzes data to identify opportunities to provide new service request
options
Identify the missing word(s) in the following sentence. Warranty is the assurance
that a product or service will meet [?] requirements.
Give this one a try later!
Agreed
How does 'service request management' contribute to 'design and transition' activity?
Give this one a try later!
By initiating standard changes to to fulfill service requests
Identify the missing word in the following sentence. [?] is the practice of ensuring that
risks are properly assessed, authorizing changes to proceed, and managing a change
schedule in order to maximize the number of successful IT changes.
Give this one a try later!
Change enablement
