Introduction To Service Management

43 Responses | Created by Nuwulang |
  1. 1

    "Service Management is a set of specialised organisational capabilities for providing value to customers in the form of services". These specialised organisational capabilities include which of the fo

  2. 2

    The BEST description of the purpose of Service Operation is?

  3. 3

    "Service Management is a set of specialised organisational capabilities for providing value to customers in the form of services". These specialised organisational capabilities include which of the fo

  4. 4

    Which of the following statements about processes is INCORRECT?

  5. 5

    Within the Continual Service Improvement (CSI) 7 step improvement process, data needs to be gathered and analysed from which other area of the lifecycle in order to answer the question "Did we get the

  6. 6

    In which core publication can you find detailed descriptions of Service Level Management, Availability Management, Supplier Management and IT Service Continuity Management?

  7. 7

    The BEST description of the guidance provided by Service Design is?

  8. 8

    How many times should each stage of the Plan, Do, Check, Act (PDCA) cycle be visited?

  9. 9

    Which process is responsible for discussing reports with customers showing whether services have met their targets?

  10. 10

    In Service Operation, if too much emphasis is placed on 'Stability', what might the likely outcome be in terms of responsiveness to customer needs?

  11. 11

    Which process is responsible for discussing reports with customers showing whether services have met their targets?

  12. 12

    Before embarking on the 7-step Continual Service Improvement (CSI) process, which of the following items need to be identified?

  13. 13

    Which of the following is NOT part of the Service Design phase of the Service Lifecycle?

  14. 14

    Which of the following statements is CORRECT?

  15. 15

    The BEST description of the purpose of Service Operation is?

  16. 16

    The term 'Service Management' is best used to describe?

  17. 17

    The BEST description of the purpose of Service Operation is?

  18. 18

    Which is NOT a purpose of Service Transition?

  19. 19

    A plan for managing the end of a supplier contract should be created when?

  20. 20

    One of the five major aspects of Service Design is the design of the service solutions. It includes?

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