Service Management As A Practice

Which of the following characterizes a function? 1 It is specialized to perform a certain type of work 2 It is self-contained with capabilities and resources necessary for its performance 3 It is responsible for specific outcomes 4 It can be repeated and becomes manageable.

Which of the following are characteristics of a process? 1 Measurable 2 Responds to a specific Event 3 Has customers 4 Leads to specific results.

In the RACI authority matrix the letter 'C' stands for:

Which of the following does NOT represent a capability of a service organization?

Which of the following activities is a Process Owner of a specific process responsible for? 1 Documenting and publicizing the process 2 Participating in negotiating Service Level Agreements 3 Defining the process strategy 4 Providing input to the ongoing Service Improvement Programme.