What is the BEST description of an operational level agreement (OLA)?
Which one of the following includes four stages called Plan, Do, Check and Act?
Which of the following would be used to communicate a high level description of a major change that involved significant cost and risk to the organization?
Check, Act and Plan are three of the stages of the Deming Cycle. Which is the fourth?
Which of the following are valid parts of the service portfolio?
1. Service pipeline
2. Service knowledge management system (SKMS)
3. Service catalogue
Why is it important for service providers to understand patterns of business activity (PBA)?
Which one of the following activities is NOT part of the Deming Cycle?
Which of the following statements about standard changes are CORRECT?
1. The approach is pre-authorized
2. The risk is usually low and well understood
3. Details of the change will be recorded
4. Some standard changes will be triggered by the request fulfillment process
Which of these statements about resources and capabilities is CORRECT?
From the perspective of the service provider, who is the person or group that agrees their service targets?
