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| Question ID 22890 | Which process is responsible for discussing reports with customers showing whether services have met their targets? |
| Option A | Continual service improvement |
| Option B | B. Change management |
| Option C | C. Service level management |
| Option D | Availability management |
| Correct Answer | C |
| Question ID 22891 | What do customer perceptions and business outcomes help to define? |
| Option A | The value of a service |
| Option B | B. Service metrics |
| Option C | The total cost of a service |
| Option D | Key performance indicators (KPIs) |
| Correct Answer | A |