Which of the following service desk organizational structures are described in service operation?
1. Local service desk
2. Virtual service desk
3. IT help desk
4. Follow the sun

Which process is responsible for managing relationships with vendors?

What is the result of carrying out an activity, following a process or delivering an IT service known as?

Which one of the following is NOT part of the service design stage of the service lifecycle?

Which process includes business, service and component sub-processes?

Which one of the following do technology metrics measure?

Which of the following are objectives of service level management?
1: Defining, documenting and agreeing the level of FT services to be provided
2: Monitoring, measuring and reporting the actual level of services provided
3: Monitoring and improving customer satisfaction
4: Identifying possible future markets that the service provider could operate in

A process owner has been identified with an “I” in a RACI matrix. Which one of the following would be expected of them?

Which process is responsible for recording the current details, status, interfaces and dependencies of all services that are being run or being prepared to run in the
live environment?

Which one of the following would NOT be defined as part of every process?