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QUESTION NO: 1
Which statement about Business Cases is TRUE?
A. Business Cases should focus on both the financial and non-financial impacts of the proposed project or service
B. Business Cases should focus on only the financial impacts of the proposed project to secure support and funding
C. Business Cases should focus on only the non-financial business impacts of the proposed project to secure proper high-level management support
D. Business cases should only focus on how the proposed project can lower costs and improve customer satisfaction, listing measures and targets
Answer: A
QUESTION NO: 2
What is a characteristic of a process?
A. It requires a specific tool
B. It is performance driven and measurable
C. It provides generic technical skills and resources
D. It does not react to a specific trigger
Answer: B
QUESTION NO: 3
Which is the BEST definition of a supplier?
A. It is a third party responsible for supplying goods or services that are required to deliver IT services
B. It is a shared services unit that is responsible for supplying goods or services that are required to deliver IT services
C. It is a third party with responsibility for supplying goods or services that is agreed through an operational level agreement
D. It is a mixture of internal and external parties that are responsible for providing goods and services to its customer group
Answer: D
QUESTION NO: 4
Looking for ways to improve process efficiency and cost effectiveness is a purpose of which part of the service lifecycle?
A. Service operation
B. Service transition
C. Continual service improvement
D. Service strategy
Answer: C
QUESTION NO: 5
Service design emphasizes the importance of the "Four Ps".
These "Four P's" include Partners, People, Processes and one other "P".
Which of the following is the additional "P"?
A. Profit
B. Preparation
C. Products
D. Potential
Answer: C
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Updated: May 28, 2022