Customer satisfaction measurement is an important activity in the Business relationship management
process.
What is the objective of Customer satisfaction measurement?
A. to enable the Service provider to gain information regarding the perception of the customer and to identify improvements required
B. to gather information about potential new services that might be interesting for the end users of the services
C. to optimize the relationship processes so that service levels are exceeded
D. to check if contractual obligations for customer satisfaction are being met
One of the activities of Release and deployment management involves testing and Release acceptance. When can Release management start with implementation planning?
A. As soon as the documentation for managing and supporting the Release is also complete and up to date.
B. As soon as the users have tested the Release.
C. As soon as Change management has approved the Release.
D. As soon as the technicians have tested the Release and no adverse impact of this Release is expected
in the rest of the IT infrastructure.
Staff competencies and training needs shall be reviewed and managed. Why is this necessary?
A. To enable employees to perform their role effectively
B. To help staff to further their career
C. To improve service reporting
D. To reduce the operational cost of the organization
In many organizations, management tasks or parts of those tasks are performed by third parties. Agreements are made with these parties that are expressed in documents.
What are these documents called?
A. Service level agreements (SLAs)
B. Operational level agreements (OLAs)
C. Service contracts
D. Underpinning contracts (UCs)
When should the final closure of an Incident record be completed?
A. When all relevant information for classification and routing has been entered.
B. When the Incident has been dispatched outside the Service desk department.
C. When the Incident is solved and normal operation is restored.
D. When the user or customer has been given the opportunity to confirm that the service is restored.
What is a requirement according to ISO/IEC 20000-1 when establishing the Business relationship management process?
A. A compliments application needs to be implemented.
B. Customer satisfaction surveys need to be defined so that customers can easily respond to them.
C. Interested parties and customers of the services need to be identified and documented.
D. Outstanding complaints need to be reviewed on a monthly basis.
Why is a Service management system required?
A. To deliver a fit for purpose service that is aligned to the agreed customer requirements
B. To guarantee that Service levels will be met in all circumstances
C. To manage the financial costs of service delivery according to agreed budgets
D. To satisfy the needs of legislative requirements across the world
A Post implementation review (PIR) is used to determine whether a corrective change has been successfully implemented.
Which process works in conjunction with Change management during a PIR?
A. Problem management
B. Configuration management
C. Release management
D. Capacity management
What characteristic do the ISO/IEC 27001 and ISO/IEC 20000 standards have in common?
A. A focus on Information security management above all other processes
B. Consistent implementation of the PDCA cycle
C. Control of information assets in a Configuration management database (CMDB)
D. The possibility of increasing business success by means of a self-assessment process
The ISO/IEC 20000 standard requires that service reports are produced using information based on service delivery and SMS activities.
How are these service reports used?
A. as input to financial management in order to determine charges for the service
B. as the basis for making management decisions and taking actions based on findings
C. to compare the performance of the Service desk with service targets
D. to present a professional image of the company
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