Technology is changing fast and this provides significant challenges for service management.

What is a generic challenge identified for service management?

AEnsuring cost is matched to budget

BMatching expectations to business relationships

CMore complexity and less visibility

DService management approaches support constraints

Answer : C

What is a key benefit of cloud?

AEnhanced internal communication

BIncreased quality of the infrastructure

CIncreased speed of infrastructure service

DReduced operating risks

Answer : D

An organization decides to use a SaaS solution to control their new Internet of Things (IoT) monitoring devices.

What is most important to consider from a service management point of view?

AA key requirement is that IoT devices have unique identifiers and IP addresses.

BIoT services provide better behavior tracking to support real-time marketing.

CIt is an outsourced service, so no specific considerations are required.

DThe guardrails for the services must be respected also for SaaS solutions.

Answer : D

What is the advantage of Robotic Process Automation (RPA) in service management processes?

ARPA automates tasks and therefore will always reduce headcount.

BRPA helps in enabling employees to perform more complex tasks.

CRPA increases the quality of the produced products as it automates tasks.

DRPA is a manufacturing technique which cannot be used effectively in service management.

Answer : B

An organization wants to break out of fire-fighting mode and move to the proactive mode.

On which element(s) of the VeriSM model should the focus be first?

ADefine and Produce

BGovernance

CManagement Mesh

DProvide and Respond

Answer : A

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