Roles

Question 1

Identify the missing words in the following sentence:
A user is [?] that uses services.
A. an organization
B. a role
C. a team
D. a supplier

Answer 1

B. a role

Question 2

Which role approves the cost of services?
A. User
B. Change authority
C. Sponsor
D. Customer

Answer 2

C. Sponsor

Question 3

Which is part of the definition of a customer?
A. The role that defines the requirements for a service
B. A means of enabling value co-creation
C. The role that authorizes budget for service consumption
D. A set of specialized organizational capabilities for enabling value

Answer 3

A. The role that defines the requirements for a service

Question 4

What is defined as ‘the role that uses services’?
A. Service consumer
B. Customer
C. User
D. Sponsor

Answer 4

C. User

Question 5

Identify the missing word in the following sentence:
Sponsor is the role that authorizes budget for service [?].
A. value
B. consumption
C. management
D. provision

Answer 5

B. consumption

Question 6

What role would be MOST suitable for someone with experience of managing relationships with various stakeholders, including suppliers and business managers?
A. Service level manager
B. Service desk agent
C. Change authority
D. Problem analyst

Answer 6

A. Service level manager

Question 7

What role would be MOST suitable for a new graduate with great levels of empathy and understanding of business issues?
A. Service level manager
B. Service desk agent
C. Change authority
D. Problem analyst

Answer 7

B. Service desk agent

Question 8

What is a user?
A. The role that defines the requirements for a service
B. The role that directs and controls an organization
C. The role that uses services
D. The role that authorizes budget for service consumption

Answer 8

C. The role that uses services

Question 9

Identify the missing word in the following sentence:
A customer defines the [?] for a service and takes responsibility for the outcomes of service consumption.
A. requirements
B. resources
C. suppliers
D. products

Answer 9

A. requirements

Question 10

Which is the MOST important stakeholder group that a service provider needs to collaborate with?
A. Suppliers
B. Customers
C. Relationship managers
D. Developers

Answer 10

B. Customers

Question 11

What is the customer of a service responsible for?
A. Defining the requirements for the service
B. Provisioning the service
C. Using the service
D. Authorizing the budget for the service

Answer 11

A. Defining the requirements for the service

Question 12

What are the KEY stakeholder groups that service providers should cooperate with?
A. Suppliers
B. Customers
C. Relationship managers
D. Developers

Answer 12

B. Customers