1) [..........] is a set of specialized organizational capabilities for enabling vale to customers in the form of services?
A. Product
B. Organizations
C. Service management
D. Value
Answer: C
Service management is defined as a set of specialized organizational capabilities for enabling vale to the customers in the form of services.
2) [............] is a functionality offered by a product or service to meet a particular need?
A. Value
B. Utility
C. Warranty
D. Outcome
Answer: B
Utility is a functionality offered by a product or service to meet a particular need
3) Service relationship management consists of joint activities performed by a [.............] to ensure continual value co-creation based on agreed and available service offerings.
A. Service provider and Customer
B. Service consumer and Provider
C. Service consumer and Service provider
D. All
Answer: C
Service relationship management consists of joint activities performed by a service provider and service consumer to ensure continual value co-creation based on agreed and available service offerings.
4) [........] is the perceived benefits, usefulness and importance of something?
A. Value
B. Product
C. Service Offering
D. Resources
Answer: A
Value is the Perceived benefits,usefulness and importance of something.
5) [...........] is a configuration of resources ,created by the organization ,that will be potentially valuable for their customers?
A. Service consumer
B. Service Offering
C. Product
D. Goods
Answer: C
A Product is a configuration of resources ,created by the organization ,that will be potentially valuable for their customers.
6) A person who defines requirements for services and takes responsibility for outcomes from service consumption?
A. Sponsor
B. Customer
C. User
D. All the above
Answer: B
Customer will be defines requirements for services and takes responsibility for outcomes from service consumption.
7) 'fit for use' is determines?
A. Service
B. Product
C.Utility
D. Warranty
Answer: D
Warranty is also determines 'fit for use'
8) [..........] is refer to possible events that could cause harm/loss,or make it more difficult to achieve objectives?
A. Risk
B. Cost
C. Output
D. Resources
Answer: A
Risks refer to possible events that could cause harm or loss, or make it more difficult to achieve objectives.
9) Access is granted/licensed under terms or conditions ,this sentence is related to which word?
A. Service Offering
B. Goods
C. Service Actions
D. Access to Resources
Answer: D
Access to resources means giving the access under terms or conditions.
10) Which statement is related to outcome?
A. Tangible
B. Result for stakeholder
C. Result of a user
D. None
Answer: B
An outcome is a result for a stockholder enabled by one or more outputs.
11) Which sentence is correct?
A. Costs removed from the consumer by the service.
B. Costs imposed on the consumer by the service, including charges by the service provider
C. Costs expressed in non-financial terms can be translated into financial costs
D. All the above
Answer: D
Costs are divided 3 types:
> costs removed from the consumer by the service
> costs imposed on the consumer by the service, including charges by the service provider
> costs expressed in non-financial terms can be translated into financial costs
12) Service is a mean of enabling value co-creation by facilitating [.........] that customers want to achieve.
A. Outputs
B. Products
C. Resources
D. Outcomes
Answer: D
Service is a mean of enabling value co-creation by facilitating outcomes that customer wants to achieve ,without the customer having specific costs and risks.
13) [............] is the assurance that a product or service will meet agreed requirements?
A. Warranty
B. Utility
C. Service Actions
D. Goods
Answer: A
Warranty is the assurance that a product or service will meet agreed requirements.
14) An organization is a person or a group of people that has its own functions with responsibilities,authorities and relationships to achieve its [.......]?
A. Value
B. Objectives
C. Service
D. Product
Answer: B
An organization is a person or a group of people that has its own function with responsibilities,authorities and relationships to achieve its objectives.
15) What is Utility?
A. fit for use
B. fit for purpose
C.Offering
D. All
Answer: B
Utility can be also called as 'fit for purpose'
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