Which one of the following do technology metrics measure?
Which stage of the continual service improvement (CSI) approach is BEST described by the phrase 'Understand and agree on the priorities for improvement based on a deeper development of the principles defined in the vision'?
What are the three types of metrics that an organization should collect to support continual service improvement (CSI)?
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
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?
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"?
What do customer perceptions and business outcomes help to define?
The design of IT services requires the effective and efficient use of “the four Ps”. What are these four Ps?
Which one of the following is the CORRECT set of steps for the continual service improvement approach?
Which one of the following activities are carried out during the "Where do we want to be?" step of the continual service improvement (CSI) approach?
