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When should a change request be submitted to resolve a problem?
When should a change request be submitted to resolve a problem?A . As soon as a solution for the problem has been identifiedB . As soon as a workaround for the problem has been identifiedC . As soon as the analysis of the frequency and impact of incidents justifies the...
What is a recommendation of the ‘focus on value’ guiding principle?
What is a recommendation of the ‘focus on value’ guiding principle?A . Make ‘focus on value’ a responsibility of the managementB . Focus on the value of new and significant projects firstC . Focus on value for the service provider firstD . Focus on value at every step of the...
What is an IT asset?
What is an IT asset?A . Any financially valuable component that can contribute to delivery of an IT product or serviceB . Any component that needs to be managed in order to deliver a serviceC . A request from a user mat initiates a service actionD . The removal of...
Which statement about outcomes is CORRECT?
Which statement about outcomes is CORRECT?A . An outcome can be enabled by more than one outputB . Outcomes are how the service performsC . An output can be enabled by one or more outcomesD . An outcome is a tangible or intangible activityView AnswerAnswer: A
Which practice has a purpose that includes ensuring that risks have been properly assessed?
Which practice has a purpose that includes ensuring that risks have been properly assessed?A . Service configuration managementB . Problem managementC . Service level managementD . Change controlView AnswerAnswer: D
Which is a key requirement for a successful service level agreement?
Which is a key requirement for a successful service level agreement?A . It should be written in legal languageB . It should be simply written and easy to understandC . It should be based on the service provider’s view of the serviceD . It should relate to simple operational metricsView...
When should a full risk assessment and authorization be carried out for a standard change?
When should a full risk assessment and authorization be carried out for a standard change?A . Each time the standard change is implementedB . When the procedure for the standard change is createdC . At least once a yearD . When an emergency change is requestedView AnswerAnswer: B
Which statement about emergency changes is CORRECT?
Which statement about emergency changes is CORRECT?A . The testing of emergency can be eliminated in order to implement the change quicklyB . The assessment and authorization of emergency changes is expedited to ensure they can be implemented quicklyC . Emergency changes should be authorized and implemented as service requestsD...
What are the MOST important skills required by service desk staff?
What are the MOST important skills required by service desk staff?A . Incident analysis skillsB . Technical skillsC . Problem resolution skillsD . Supplier management skillsView AnswerAnswer: A
The purpose of the service configuration management practice is to ensure that accurate and reliable information about the configuration of services, and the [?
Identify the missing word in the following sentence. The purpose of the service configuration management practice is to ensure that accurate and reliable information about the configuration of services, and the [?] that support them, is available when and where it is needed.A . suppliersB . CIsC . customersD ....
