PeopleCert ITIL-4-Foundation Quiz 4 Topic 1 Questions 16-20

Question: 1

How can a service consumer contnbute to the reduction of nsk?

ABy providing the service in accordance with requirements

BBy ensuring that the service provider's resources are correctly configured

CBy fully understanding then own requirements for the service

DBy managing the detailed level of risk on behalf of the service provider

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Question: 2

What is a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks?

AService management

BContinual improvement

CA service

DAn IT asset

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Question: 3

A customer is a person who defines the requirements for a service and takes responsibility for the [?] of service consumption.

Aoutputs

Boutcomes

Ccosts

Drisks

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Question: 4

An SLA is a service level agreement.

Which describes the 'watermelon SLA' effect?

AA single SLA defines target service levels for multiple customer, so every customer sees reports about other customers' experiences.

BThe metrics in an SLA are focused on internal measures, so that reports show everything is good, while the customer is not satisfied.

CSLA targets change very frequently, so that each report includes new measures and trends cannot be analyzed.

DIntroducing SLAs for a service enables customer to see that the service provider is doing a really good job, so this improves satisfaction.

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Question: 5

Which of the following is the MOST important 'or effective incident management?

ACollaboration tools and techniques

BBalanced scorecard review

CAutomated pipelines

DA variety of access channels

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PeopleCert ITIL-4-Foundation Quiz:4 Topic:1 Questions:16-20