What do customer perceptions and business outcomes help to define?
Which one of the following is the CORRECT set of steps for the continual service improvement approach?
Which one of the following does service metrics measure?
Which of the following should be considered when designing measurement systems, methods and metrics?
1. The services
2. The architectures
3. The configuration items
4. The processes
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. ?
What are the three types of metrics that an organization should collect to support continual service improvement (CSI)?
Service design emphasizes the importance of the "Four Ps". These "Four P's" include Partners, People, Processes and one other "P". Which of the following is the additional "P"?
Implementation of ITIL service management requires the preparation and planning of the effective and efficient use of "the four Ps".
What are these four Ps?
Which one of the following do technology metrics measure?
Which of the following is NOT one of the five individual aspects of service design?
