Strategy and Services
About the Lecture
The lecture Strategy and Services by IT Training Zone is from the course ITIL® Service Strategy. It contains the following chapters:
- Services
- Business Outcomes
- Internal and External Services
- IT Services
Included Quiz Questions
What do customers wish to avoid when they procure or commission a service?
- Costs and risks
- Insufficient capacity
- Losses
- Administrative issues
What type of customer are we discussing when we talk about business outcomes as part of service delivery?
- Internal
- External
- Third party
- Public sector
A service provider is meeting all of its targets, but still gets poor customer satisfaction ratings. What might have happened to lead to this situation?
- The service provider focused on output
- The service provider focused on services
- The service it too expensive
- The service is not timely enough
Which process helps during the documentation of customer outcomes?
- Business Relationship Management
- Demand Management
- Capacity Management
- Service Level Management
Service providers need to balance 3 areas as part of service delivery. Which of these options is NOT one of the 3 areas?
- Cost
- Price
- Performance
- Functionality
Which type of service delivers basic outcomes required by the customer?
- Core
- Enabling
- Enhancing
- Supporting
What can be added to a core service to tempt or excite a customer?
- Enhancing service
- Enabling service
- Supporting service
- Customer facing service
Author of lecture Strategy and Services
IT Training Zone
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