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Question 25/35

Which TWO statements about the 'service request management' practice are CORRECT?
1. Service requests are part of normal service delivery
2. Complaints can be handled as service requests
3. Service requests result from a failure in service
4. Normal changes should be handled as service requests

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Question List (35q)
Question 1: Which is the purpose of the 'monitoring and event management...
Question 2: Which describes a standard change?...
Question 3: What is typically needed to assign complex incidents to supp...
Question 4: Which statement about service desks is CORRECT?...
Question 5: Which dimension includes activities and workflows?...
Question 6: Which is included in the purpose of the 'design and transiti...
Question 7: Which practice updates information relating to symptoms and ...
Question 8: Which is part of service provision?...
Question 9: Which describes normal changes?...
Question 10: Which practice owns and manages issues, queries and requests...
Question 11: Which value chain activity ensures the availability of servi...
Question 12: Which describes a set of defined steps for implementing impr...
Question 13: What should all 'continual improvement' decisions be based o...
Question 14: Which skill is an essential part of the 'service level manag...
Question 15: What is a means of enabling value co-creation by facilitatin...
Question 16: Identify the missing word in the following sentence. The use...
Question 17: Which is NOT a component of the service value system?...
Question 18: How does categorization of incidents assist the 'incident ma...
Question 19: Which describes outcomes?
Question 20: Which statement about the steps to fulfill a service request...
Question 21: What is an output?
Question 22: Which is a key requirement for a successful service level ag...
Question 23: What defines the requirements for a service and takes respon...
Question 24: Which activity captures the demand for incident resolution a...
Question 25: Which TWO statements about the 'service request management' ...
Question 26: What is the starting point for optimization?...
Question 27: Which guiding principle recommends using the minimum number ...
Question 28: Which practice provides a single point of contact for users?...
Question 29: What type of change is MOST likely to be managed by the 'ser...
Question 30: Identify the missing word in the following sentence. The pur...
Question 31: Which statement about outcomes is CORRECT?...
Question 32: Which practice requires that staff demonstrate excellent cus...
Question 33: Which stakeholders co-create value in a service relationship...
Question 34: Identify the missing word in the following sentence. A servi...
2 commentQuestion 35: What is an event?