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What is the value of good service management?

A.

It allows an organization to be certified, which always adds value for the business

B.

It provides a structure for service provisioning that can be adapted to the culture of the organization

C.

ensures people to comply with service level agreements (SLAS) using documented information

D.

It offers prescriptive guidance that allows the organization to create efficient processes.

What is an audit observation?

A.

A conformity to the standard where there is an opportunity for improvement

B.

A recommendation that has to be actioned

C.

A finding against an area which is NOT in the scope of the standard

D.

A non-fulfilment of a requirement

What is the intent of the service availability management process?

A.

To ensure that agreed levels of service commitments to customers can be met in all circumstances

B.

To ensure agreed effective communication towards customers

C.

To ensure that agreed service availability commitments to providers can be met in all circumstances

D.

To ensure that agreed service availability commitments to customers can be met within agreed targets

Where an external supplier is using a sub-contracted supplier, who is responsible for ensuring that the sub-contracted supplier meets their contractual obligations?

A.

The external supplier

B.

The service provider's business relationship manager

C.

The service provider's contract manager

D.

The sub-contracted supplier

When managing a major incident, what is one of the activities that needs to be performed?

A.

Keep top management informed

B.

Initiate problem management activities

C.

Escalate the incident

D.

Involve the customer