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What are customers of IT services who work in the same organization as the service provider known as?

A.

Strategic customers

B.

External customers

C.

Valued customers

D.

Internal customers

Which one of the following is the BEST definition of the term ‘service management’?

A.

A set of specialized organizational capabilities for providing value to customers in the form of services

B.

A group of interrelated, interacting or independent components that form a unified whole, operating together for a common purpose

C.

The management of functions within an organization to perform certain activities

D.

Units of organizations with roles to perform certain activities

Which of the following is best definition of IT service management?

A.

An internal service provider that is embedded within a business unit

B.

A complete set of all the documentation required to deliver world class services to customers

C.

Technical implementation of supporting IT infrastructure components

D.

The implementation and management of quality IT services that meet business needs

Which one of the following is NOT a characteristic of a process?

A.

It is measurable

B.

It delivers specific results

C.

It responds to specific events

D.

It structures an organization

Which of the following are classed as stakeholders in service management?

1. Customers

2. Users

3. Suppliers

A.

All of the above

B.

1 and 3 only

C.

1 and 2 only

D.

2 and 3 only

What should a service always deliver to customers?

A.

Applications

B.

Infrastructure

C.

Value

D.

Resources

What is a service delivered between two business units in the same organization known as?

A.

Strategic service

B.

Delivered service

C.

Internal service

D.

External service

Which one of the following is the BEST definition of the term 'service management'?

A.

A set of specialized organizational capabilities for providing value to customers in the form of services

B.

A group of interacting, interrelated, or independent components that form a unified whole, operating together for a common purpose

C.

The management of functions within an organization to perform certain activities

D.

Units of organizations with roles to perform certain activities

Which of the following are sources of best practice?

1. Academic research

2. Internal experience

3. Industry practices

A.

All of the above

B.

1 and 3 only

C.

1 and 2 only

D.

2 and 3 only

Which of the following is the best definition of IT service management?

A.

An internal service provider that is embedded within a business unit

B.

A complete set of all the documentation required to deliver world class services to customers

C.

Technical implementation of supporting IT infrastructure components

D.

The implementation and management of quality IT services that meet business needs