KEY Principles Flashcards
Which statement about a practice describes the service desk?
Choose matching definition
1Reduces the number and impact of future incidents.
2Provides a single point of contact for users.
3Provides support for managing feedback, compliments and complaints from users.
4May involve the initiation of disaster recovery.
Provides a single point of contact for users.
Which statement about a practice describes the service desk?
Choose matching definition
1Identifies metrics that reflect the customer’s experience of a service.
2Reduces the number and impact of future incidents.
3Provides support for managing feedback, compliments and complaints from users.
4Includes the classification and ownership of queries and requests from users.
Includes the classification and ownership of queries and requests from users.
Which statement about a practice describes the service desk?
No sweat, you’re still learning!
A)May involve the initiation of disaster recovery.
B)Change enablement.
C)Can be accessed peer-to-peer via forums.
D)The service desk
Can be accessed peer-to-peer via forums.
Which practice has two principle models: Centralized and virtual?
Choose matching definition
A)Problem management
B)Continual improvement
C)The service desk
D)Service level management
The service desk
Which statement about a practice describes service request management?
Choose matching definition
A)Includes the classification and ownership of queries and requests from users.
B)Standardizes and automates its work to the greatest degree possible.
C)Recommends selecting a few key methods to facilitate more change at a quicker rate.
D)Establishes a shared view of the services and target service levels with customers.
B)Standardizes and automates its work to the greatest degree possible.
Which practice is the responsibility of everyone in the organization?
Choose matching definition
A)Problem management.
B)Change enablement.
C)The service desk.
D)Continual improvement.
Continual improvement.
Which statement about a practice describes incident management?
Choose matching definition
A)The service desk
B)May involve the initiation of disaster recovery.
C)Can be accessed peer-to-peer via forums.
D)Continual improvement.
B)May involve the initiation of disaster recovery.
Which practice makes the peer review a top predictor of high performance?
Choose matching definition
A)Change enablement.
B)Continual improvement.
C)Problem management.
D)Service request management.
A)Change enablement
Let’s try again
Which statement about a practice describes problem management?
Choose matching definition
A)Provides a single point of contact for users.
B)May involve the initiation of disaster recovery.
C)Asks the question ‘Where do we want to be’.
D)Reduces the number and impact of future incidents.
D)Reduces the number and impact of future incidents.
Which practice captures and reports on service issues?
Choose matching definition
A)Service level management.
B)Problem management.
C)Supplier management
D)Service desk.
Service level management.
Which statement about a practice describes service level management?
Choose matching definition
A)Standardizes and automates it’s work to the greatest degree possible.
B)Recommends selecting a few key methods to facilitate more change at a quicker rate.
C)Is focused on providing support for ‘people and business’ rather than simply technical issues.
D)Establishes a shared view of the services and target service levels with customers.
Establishes a shared view of the services and target service levels with customers.
Which practice recommends that organizations should develop competencies in methods and techniques that meet their needs?
Choose matching definition
A)Change Enablement.
B)The Service Desk.
C)Continual Improvement.
D)Problem Management.
Continual Improvement.
Which statement about a practice describes continual improvement?
Choose matching definition
A)Includes the classification and ownership of queries and requests from users.
B)Recommends selecting a few key methods to facilitate more change at a quicker rate.
C)Identifies metrics that reflect the customer’s experience of a service.
D)Provides support for managing feedback, compliments, and complaints from users.
Recommends selecting a few key methods to facilitate more change at a quicker rate.
Which statement about a practice describes continual improvement?
Choose matching definition
A)Asks the question ‘Where do we want to be’.
B)May involve the initiation of disaster recovery.
C)Reduces the number and impact of future incidents.
D)Can be accessed peer-to-peer via forums.
A)Asks the question ‘Where do we want to be’.
