In which document would you expect to see an overview of actual service achievements against
targets?

Who is responsible for ensuring that the request fulfillment process is being performed according
to the agreed and documented standard?

Which process is responsible for ensuring that appropriate testing takes place?

Which of the following identify the purpose of business relationship management?
1. To establish and maintain a business relationship between service provider and customer
2. To identify customer needs and ensure that the service provider is able to meet

Which of the following is the correct definition of an outcome?

Understanding what to measure and why it is being measured are key contributors to which part of
the Service Lifecycle?

Which process would ensure that utility and warranty requirements are properly addressed in
service designs?

What would you call the groups of people who have an interest in the activities, targets, resources
and deliverables from service management?

What would be the next step in the continual service improvement (CSI) model after?
1. What is the vision?
2. Where are we now?
3. Where do we want to be?
4. How do we get there?
5. Did we get there?
6. ?

Which statement about the emergency change advisory board (ECAB) is CORRECT