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QUESTION NO: 1
Which service level metrics are BEST for measuring user experience?
A. Single system-based metrics
B. Operational metrics
C. Metrics for the percentage of uptime of a service
D. Metrics linked to defined outcomes
Answer: D
QUESTION NO: 2
Which is a supplier category?
A. Technical
B. Commodity
C. Customer
D. Resource
Answer: D
QUESTION NO: 3
Which practice provides visibility of the organization's services by capturing and reporting on service performance?
A. Service configuration management
B. Service request management
C. Service level management
D. Service desk
Answer: C
QUESTION NO: 4
Which is a purpose of the 'engage' value chain activity?
A. Meeting expectations for quality, costs and time-to-market
B. Ensuring that the organization's vision is understood
C. Providing transparency and good relationships
D. Ensuring the continual improvement of services
Answer: C
QUESTION NO: 5
Which statement about emergency changes is CORRECT?
A. The assessment and authorization of emergency changes is expedited to ensure they can be implemented quickly
B. Emergency changes must be fully documented before authorization and implementation
C. The testing of emergency can be eliminated in order to implement the change quickly
D. Emergency changes should be authorized and implemented as service requests
Answer: A
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Updated: May 28, 2022