Which of the following is a best practice relating to competence?
Personnel should be competent on the basis of appropriate education and experience. Which of the
following is a best practice relating to competence?
Which of the following activities are performed by a service desk?
Which of the following activities are performed by a service desk?
1. Logging details of incidents and service requests
2. Providing first-line investigation and diagnosis
3. Restoring service
4. Implementing all standard changes
Which standard describes the fundamental aspects of Quality Management Systems?
Which standard describes the fundamental aspects of Quality Management Systems?
Which of the following is NOT an objective of Continual Service Improvement?
Which of the following is NOT an objective of Continual Service Improvement?
What is the objective of the Service Continuity and Availability Management processes?
What is the objective of the Service Continuity and Availability Management processes?
Which is the fourth?
Check, Act and Plan are three of the stages of the Deming Cycle. Which is the fourth?
What should be ensured as part of these activities?
A group of activities within Release Management is roll-out, distribution and installation. What
should be ensured as part of these activities?
What are the three types of metrics that an organization should collect to support continual service improveme
What are the three types of metrics that an organization should collect to support continual service
improvement (CSI)?
What is the best way that management can make this visible?
Top management has to provide evidence of its commitment to developing, implementing and
improving its Service Management capability within the context of the organization’s business and
Customers’ requirements. What is the best way that management can make this visible?
Which of the following are classed as stakeholders in service management?
Which of the following are classed as stakeholders in service management?
1. Customers
2. Users
3. Suppliers