QUESTION 181
Which service level metrics are BEST for measuring user experience?

QUESTION 182
Which practice has a purpose that includes helping the organization to maximize value, control costs and manage risks?

QUESTION 183
Identify the Missing word(s) in the following sentence
A(n) [?] cause, or potential cause, of one or more incidents?

QUESTION 184
Which helps to manage an incident when it is unclear which support team should be working on the incident?

QUESTION 185
Which benefit is MOST aligned with the guiding principle ‘progress iteratively with feedback’?

QUESTION 186
Which practice provides a communications point for users to report operational issues, queries and requests?

QUESTION 187
What type of change is MOST likely to be managed by the ‘service request management’ practice?

QUESTION 188
Identify the missing word in the following sentence.
The purpose of the ‘supplier management’ practice is to ensure that the organization’s suppliers and their performances are [?] appropriately to support the seamless provision of quality products and services.

QUESTION 189
Which BEST describes the purpose of the ‘improve’ value chain activity?

QUESTION 190
Which two statements about the guiding principles are CORRECT?
1.The guiding principles support continual improvement
2.Each guiding principle applies to a selection of the available stakeholder groups
3.Organizations should decide which one of the guiding principles is relevant to them
4.Organizations should consider how the guiding principles interact with each other

QUESTION 191
Which function is responsible for the management of a data centre?

QUESTION 192
Which is the addition, modification or removal of anything that could have an effect on services?

QUESTION 193
Which guiding principle considers how the steps of a process can be performed as efficiently as possible?

QUESTION 194
Identify the missing word in the following sentence.
A user is [?] that uses services.

QUESTION 195
What is a change schedule PRIMARILY used for?

QUESTION 196
What describes the steps needed to create and deliver a specific service to a consumer?

QUESTION 197
Which is NOT a key focus of the ‘information and technology’ dimension?

QUESTION 198
Which statement about the ‘service desk1 practice is CORRECT?

QUESTION 199
Which guiding principle recommends standardizing and streamlining manual tasks?