- (Exam Topic 3)
Which is provided by the ‘engage’ value chain activity?

1. A. Ensuring that stakeholder expectations for quality are met
2. B. Ensuring that stakeholder needs are understood by the organization
3. C. Ensuring that service components are available when needed
4. D. Ensuring that services are operated to meet agreed specifications

Correct Answer: B

- (Exam Topic 1)
What should be done to determine the appropriate metrics for measuring a new service?

1. A. Measuring the performance over the first six months, and basing a solution on the results
2. B. Asking customers to provide numerical targets that meet their needs
3. C. Using operational data to provide detailed service reports
4. D. Asking customers open questions to establish their requirements

Correct Answer: C

- (Exam Topic 3)
Which costs are included in the value proposition of a service?

1. A. Additional expense that the service consumer has because they are using the service
2. B. Money that the service consumer no longer needs to spend because they are using the service
3. C. Tangible or intangible results for the service consumer because they are using the service
4. D. The benefits, usefulnes
5. E. and importance of the service that are perceived by the service consumer

Correct Answer: D

- (Exam Topic 2)
Which statement BEST describes the value of service strategy to the business?

1. A. It allows higher volumes of successful change
2. B. It reduces unplanned costs through optimized handling of service outages
3. C. It reduces the duration and frequency of service outages
4. D. It enables the service provider to understand what levels of service will make their customers successful

Correct Answer: D

- (Exam Topic 3)
Which will help solve incidents more quickly?

1. A. Target resolution times
2. B. Escalating all incidents to support teams
3. C. Collaboration between teams
4. D. Detailed procedural steps for incident investigation

Correct Answer: C