Which one of the following activities are carried out during the "Where do we want to be?" step of the continual service improvement (CSI) approach?
Which of the following is NOT one of the five individual aspects of service design?
What do customer perceptions and business outcomes help to define?
The consideration of value creation is a principle of which stage of the service lifecycle?
The design of IT services requires the effective and efficient use of “the four Ps”. What are these four Ps?
What are the three types of metrics that an organization should collect to support continual service improvement (CSI)?
Which of the following should be considered when designing measurement systems, methods and metrics?
1. The services
2. The architectures
3. The configuration items
4. The processes
Which one of the following do technology metrics measure?
What would be the next step in the continual service improvement (CSI) model after:
1. What is the vision?
2. Where are we now?
3. Where do we want to be?
4. How do we get there?
5. Did we get there?
6. ?
Which one of the following does service metrics measure?
