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While planning for service improvements, what is an important best practice to consider?
Problem Management is responsible for carrying out trend analysis of Incident volumes and types. What is the reason for this?
Where would an IT service for the customer normally be defined?
A . Incorrect. The IT Framework provides a structure for service management but would not define the service itself.
B . Incorrect. The OLA would define a support arrangement behind the prime customer service.
C . Correct. The Service Catalog or the SLA would define the service for the customer.
D . Incorrect. The Service Report would provide details of service performance not define the service.
What does a quality policy aim to define?
A . Correct. A statement defined to deliver focus to the organization.
B . Incorrect. The document will record any policy statements pertinent to the obligations but not the obligations themselves.
C . Incorrect. These detail the needs of the Quality Management System, not of the policy.
D . Incorrect. These would provide input to the definition of the policies but these would not be the policies themselves.
The Service Provider should check that the Service Management objectives and the plan are being achieved. Which of the following items is not measured as part of this monitoring, measuring or review?
