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QUESTION 1Which of the following is Problem Management primarily concerned with? A. Looking at Security PlansB. Looking at the cause of IncidentsC. Looking at the Change PlanD. Looking at the Release Strategy Answer: B
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QUESTION 1Which process includes the responsibility of recovering the service as quickly as possible? A. Availability ManagementB. IT Service Continuity ManagementC. Incident managementD. Problem Management Answer: C
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QUESTION 1Which types of communication would the functions within service operation use?1. Communication between data centre shifts2. Communication related to changes3. Performance reporting4. Routine operational communication A. 1 onlyB. 2 and 3 onlyC. 1, 2 and 4 onlyD. All of the above Answer: D
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QUESTION 1What do customer perceptions and business outcomes help to define? A. The value of a serviceB. GovernanceC. Total cost of ownership (TCO)D. Key performance indicators (KPIs) Answer: A
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QUESTION 1What is a risk analysis used for? A. A risk analysis is used to express the value of information for an organization in monetary terms.B. A risk analysis is used to clarify to management their responsibilities.C. A risk analysis is used in conjunction with security measures to reduce risks to an acceptable level.D. A […]
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QUESTION 1Which of the following are reasons that Home Working can reduce your carbon footprint? a) It reduces the travel needed to attend meetings.b) It reduces the paperwork needed for meetings.c) It reduces the space needed within the office.d) It reduces the power consumed during meetings. A. b and c only.B. a and d only.C. […]
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QUESTION 1What is an acknowledged advantage of telecommuting? A. It helps to reduce carbon emissions.B. Remote meetings are more productive.C. Work gets done more easily. Answer: A
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QUESTION 1 Which of the following is a benefit of ISO/IEC 20000 certification? A. It guarantees that all certified IT Service Management processes are at least audited by a registered certification body once a year. B. It shows that a company manages IT Services according to an independently audited quality standard. C. It shows that […]
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QUESTION 1You are the owner of the courier company SpeeDelivery. You employ a few people who, while waiting to make a delivery, can carry out other tasks. You notice, however, that they use this time to send and read their private mail and surf the Internet. In legal terms, in which way can the use […]
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QUESTION 1Which of the following is Problem Management primarily concerned with? A. Looking at Security PlansB. Looking at the cause of IncidentsC. Looking at the Change PlanD. Looking at the Release Strategy Answer: B