Question 1

An organization is encouraging its staff to work from home instead of the office. This has caused changes to how and when users access services. Which aspect of 'managing demand and opportunities' would provide a better understanding of this situation?

Options :

A : Introducing component capacity management

B : Introducing differential charging

C : Building a customer business case

D : Analysing patterns of business activity

Answer: D

Question 2

Practices:

The purpose of the .......................... is to set clear business-based targets for service levels, and to ensure that delivery of services is properly assessed, monitored, and managed against these targets.

Fill correctly the blank space:

Options :

A : Service level management practice

B : Capacity and performance management practice

C : Portfolio management practice

D : Service desk practice

Answer: A

Question 3

"There is clear accountability for achieving value from investments in products and services and quality data to support value analysis"

The statement above refers to which type of relationship?

Options :

A : Cooperative relationship

B : Integrated

C : Basic relationship

D : Partnership

Answer: D

Question 4

A service provider is strategizing the integration of a novel desktop service for an incoming clientele. Which task will be undertaken by the customer?

Options :

A : Furnishing permissions for user access to the desktop service platform.

B : Educating users on the precise protocols to access support channels tailored for the desktop service.

C : Equipping service desk personnel with insights into prevalent solutions for resolving typical incidents concerning desktop services.

D : Enacting self-assist technological solutions to facilitate the handling of desktop service inquiries.

Answer: B

Question 5

A service provider is launching a new service. What is an appropriate method to encourage the demand for this service?

Options :

A : Introduce a freeze period before the deadline.

B : Add a cancellation fee to the order.

C : Set an early-bird price.

D : Increase the overall price of the service.

Answer: C

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