A. They are deliverables provided to service consumers
B. They allow service consumers to achieve a desired result
C. They co-create value for service providers by reducing costs and risks
D. They provide products to service providers based on outputs
A. Service desk
B. Change enablement
C. Service level management
D. Incident management
A. Progress iteratively with feedback
B. Think and work holistically
C. Start where you are
D. Focus on value
A. Business metrics
B. Customer feedback
C. Customer engagement
D. Operational metrics
A. a role
B. an organization
C. a team
D. a supplier
A. Collaborate and promote visibility
C. Focus on value
D. Optimize and automate
A. A risk
B. An organization
C. An outcome
D. A practice
A. A model to help meet stakeholders' expectations
B. Recommendations to help an organization in all aspects of its work
C. The system of directing and controlling an organization
D. A need from consumers for new or changed services.
A. Changes to organizational structure
B. Changes to products and services
C. Changes to service levels
D. Changes to skills and competencies
A. Where do we want to be?
B. What is the vision?
C. Did we get there?
D. Where are we now?
C. Supplier management
D. Service level management
A. Improving relationships with and between stakeholders
B. Prioritizing and creating business cases for improvement initiatives
C. Identifying the cause of unplanned interruptions to service
D. Handling compliments and complaints from users to identify improvements
A. Understand the organizational context
B. Agree the future state
C. Assess the current state
D. Implement the improvements
A. Reduce the number of steps that produce tangible results
B. Prohibit changes to plans after they have been finalized
C. Organize work into small manageable units
D. Analyze the whole situation in detail before taking any action
