Questions1Question 1Which of the following are the two primary elements that create value for customersA. Utility and WarrantyB. Understanding Service Requirements and WarrantyC. R! and "!#. Customer and Customer SatisfactionCorrect Answer$ AQuestion 2Which of the following is %& a characteristic of a processA. !t is measura'leB. A method of structuring an organi(ationC. Responds to Specific )vents#. #elivers specific ResultsCorrect Answer$ BQuestion 3A *rocess wner is responsi'le for which of the following +,. #ocumenting the process-. #efining process .*!/. !mproving the process 0. )nsuring process staff underta1e the required trainingA. ,2 / and 0 onlyB.All of the A'oveC. ,2 - and / only#.,2 - and 0 nlyCorrect Answer$ BQuestion 4What are the pu'lications that provide guidance specific to industry sectors and organi(ation types 1nown as +A. &he Service Strategy Boo1B. &he Service Support and Service #elivery Boo1sC.Ra3a *oc1et 4uides#. &he !&!5 Complimentary 4uidanceCorrect Answer$ #Question 5Which stage of service 5ifecycle is 6S& Concerned with defining 4oals and '3ectives +A. Service #esignB. Service &ransition C. Service Strategy#. Service perationsCorrect Answer$ CQuestion 6Which stage of service 5ifecycle is 6S& Concerned with maintaining 7Status Quo8 in the system +A. Service #esignB. Service &ransition C. Service Strategy#. Service perationsCorrect Answer$ #Question 7Which stage of service 5ifecycle is 6S& Concerned with &estingA. Service #esignB. Service &ransition C. Service Strategy#. Service perationsCorrect Answer$ BQuestion 8Which stage of service 5ifecycle is 6S& Concerned with 5earning and !mprovement as its '3ectives +A. Service #esignB. Service &ransition C. Continual Service !mprovement#. Service perationsCorrect Answer$ CQuestion 9Which stage of service 5ifecycle is 6S& Concerned with defining 9ow of the Service +A. Service #esignB. Service &ransition C. Service Strategy#. Service perationsCorrect Answer$ AQuestion 105oo1ing ways to improve process efficiency and cost effectiveness is purpose of which stage of Service 5ifecycle +A. Service #esignB. Service &ransition C. Continual Service !mprovement#. Service perationsCorrect Answer$ CQuestion 11Why are pu'lic framewor1s and standards : As !&!5 ; 'etter as compared to propriety 1nowledge +A. *ropriety .nowledge is deeply em'edded in organi(ation therefore difficult to adopt and replicateB. *u'lic standards are cheap and cost effective C. *ropriety .nowledge is tested in wide range of environments#. *u'lic