Effective Service Transition can significantly improve a service provider’s ability to handle high volumes of what?

Which of the following is MOST concerned with the design of new or changed services?

Which Problem Management activity helps to ensure that the true nature of the problem can be easily traced and meaningful management information can be obtained?

Which of the following are Service Desk organizational structures?

1. Local Service Desk
2. Virtual Service Desk
3. IT Help Desk
4. Follow the Sun

What are the three types of metrics that an organization should collect to support Continual Service Improvement (CSI)?

Which of the following might be used to manage an Incident?

1. Incident Model
2. Known Error Record

Which of the following would be defined as part of every process?

1. Roles
2. Activities
3. Functions
4. Responsibilities

The Supplier Management process includes:

1: Service Design activities, to ensure that contracts will be able to support the service requirements
2: Service Operation activities, to monitor and report supplier achievements
3: Continual Improvement activities, to ensure that suppliers continue to meet or exceed the needs of the business

What is the BEST description of an Operational Level Agreement (OLA)?

How many people should be accountable for a process as defined in the RACI model?