What would you call the groups of people who have an interest in the activities, targets, resources and deliverables from service management?
What is the act of transforming resources and capabilities into valuable service better known as?
Which of the following are sources of best practice?
1. Academic research
2. Internal experience
3. Industry practices
Which of the following are sources of best practice?
1. Academic research
2. Internal experience
3. Industry practices
Which of the following statements is CORRECT for every process?
1. It delivers its primary results to a customer or stakeholder
2. It defines activities that are executed by a single function
Which one of the following would NOT be defined as part of every process?
Which one of the following is the BEST definition of the term ‘service management’?
What type of services are NOT directly used by the business but are required by the service provider to deliver customer facing services?
Which is the correct definition of a customer facing service?
Which of the following are reasons why ITIL is successful?
1. ITIL is vendor neutral
2. It does not prescribe actions
3. ITIL represents best practice
