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NO.1 Performing all activities involved in a process
A. 2, 3 and 4 only
B. 3. WhatBESTdescribes the value of service design to the business?
A. It supports the creation of a portfolio of quantified services
B. Itreduces total cost of ownership (TCO) of services
C. It improves the control of service assets and configurations
D. It provides quick and effective access to standard services
C. All of the above
D. 1, 2 and 4 only
E. 1, 2 and 3 only
F. 4. Which role is responsible for sponsoring, designing and change managing a process and its
metrics?
A. The process practitioner
B. The process owner
C. The service owner
D. The process manager
Answer: E
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NO.2 What type of services are NOT directly used by the business but are required by the service
provider to deliver customer facing services?
A. Supporting services
B. Component services
C. Business services
D. Customer services
Answer: A
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