Rev 1

Question 1

How does ‘service request management’ contribute to the ‘deliver and support’ value chain activity?

It ensures that users continue to be productive when they need assistance from the service provider
It collects user-specific requirements, sets expectations, and provides status updates
It analyzes data to identify opportunities to provide new service request options
By acquiring pre-approved service components

Answer 1

It ensures that users continue to be productive when they need assistance from the service provider

Question 2

How does “service request management” contribute to “design and transition” activity?

By collecting user-specific request requirements
By acquiring pre-approved service components
It analyzes data to identify opportunities to provide new service request options
By initiating standard changes to fulfill service requests

Answer 2

By initiating standard changes to fulfill service requests

Question 3

How does ‘service request management’ contribute to the ‘improve’ value chain activity?

It ensures that users continue to be productive when they need assistance from the service provider
It collects user-specific requirements, sets expectations, and provides status updates
It analyzes data to identify opportunities to provide new service request options
It acquires pre-approved service components to help fulfill service requests

Answer 3

It analyzes data to identify opportunities to provide new service request options

Question 4

How does ‘service request management’ contribute to the ‘engage’ value chain activity?

It ensures that users continue to be productive when they need assistance from the service provider
It collects user-specific requirements, sets expectations, and provides status updates
By initiating standard changes to fulfill service requests
It acquires pre-approved service components to help fulfill service requests

Answer 4

It collects user-specific requirements, sets expectations, and provides status updates

Question 5

What is an example of an action a service request management employee would undertake as part of the ‘improve’ activity?

Provide trend, quality, and feedback information about requests
Initiate and fulfill standard changes
Communicate with consumers to understand their requirements
Fulfill the consumer’s service requests through acquisition of service components

Answer 5

Provide trend, quality, and feedback information about requests

Question 6

What is an example of an action a service request management employee would undertake as part of the ‘engage’ activity?

Provide trend, quality, and feedback information about requests
Initiate and fulfill standard changes
Communicate with consumers to understand their requirements
Fulfill the consumer’s service requests through acquisition of service components

Answer 6

Communicate with consumers to understand their requirements

Question 7

What is an example of an action a service request management employee would undertake as part of the ‘obtain/build’ activity?

Analyzing data to identify opportunities to provide new service request options
Ensuring users continue to be productive when they need assistance from the service provider
Acquiring pre-approved service components to help fulfill service requests
Initiating standard changes to fulfill service requests

Answer 7

Acquiring pre-approved service components to help fulfill service requests

Question 8

How does ‘service level management’ contribute to the ‘obtain/build’ value chain activity?

Provides objectives for component and service performance for products and services
Collects feedback during interactions and communicates service performance objectives to the operations and support teams
Provides feedback from interactions with customers into new or changed services
Provides information about the actual service performance and trends

Answer 8

Provides objectives for component and service performance for products and services

Question 9

How does ‘service level management’ contribute to the ‘deliver and support’ value chain activity?

Provides objectives for component and service performance for products and services
Collects feedback during interactions and communicates service performance objectives to the operations and support teams
Provides information about the actual service performance and trends
Provides feedback from interactions with customers into new or changed services

Answer 9

Collects feedback during interactions and communicates service performance objectives to the operations and support teams

Question 10

How does ‘service level management’ contribute to the ‘engage’ value chain activity?

Collects feedback during interactions and communicates service performance objectives to the operations and support teams
Provides feedback from interactions with customers into new or changed services
Collects and processes feedback from customers and users
Provides information about the actual service performance and trends

Answer 10

Collects and processes feedback from customers and users

Question 11

How does ‘service level management’ contribute to the ‘plan’ value chain activity?

Uses feedback from users about the service and requirements from customers to make the service better
Provides information about the actual service performance and trends
Collects and processes feedback from customers and users
Collects feedback during interactions and communicates service performance objectives to the operations and support teams

Answer 11

Provides information about the actual service performance and trends