A. To secure funding to manage the provision of services
B. To identify patterns of business activity
C. To ensure high levels of customer satisfaction
D. To ensure strategic plans for IT services exist
A. External IT teams
B. All stakeholders
C. Internal IT teams
D. Business units
A. Technical
B. Commodity
C. Resource
D. Customer
A. Service requirements and warranty
B. Resources and capabilities
C. Value on investment (VOI) and return on investment (ROI)
D. Customer and user satisfaction
A. Tactical - for relationships involving significant commercial activity and business interaction
B. Operational - for suppliers providing low value and/or readily available products and services
C. Commodity - for significant partnering relationships that involve senior managers
D. Strategic - for suppliers of operational products or services
A. It defines the control of service assets and configurations
B. It supports the creation of a portfolio of quantified services
C. It ensures IT services are continuously aligned to business requirements
D. It reduces the duration and frequency of service outages
A. Infrastructure trends
B. Cost of providing support
C. Patterns of business activity (PBA.
D. Service level agreements (SLA.
A. Service level management
B. Demand management
C. Financial management
D. Risk management
A. Prioritization
B. Escalation
C. Detection
D. Categorization
A. A process is a structured set of activities designed to accomplish a specific objective
B. A function is a set of specialised organisational capabilities
C. A process is a team or group of people and the tools they use to perform one or more activities
D. A function is a set of responsibilities allocated to a service manager
A. Continual service improvement
B. Service design
C. Service operation
D. Service strategy
