QUESTION NO: 1
The positive effect that customers perceive a service can have on their business outcomes is referred to as what?
The positive effect that customers perceive a service can have on their business outcomes is referred to as what?
Correct Answer: B
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QUESTION NO: 2
Which Service Design process makes the most use of data supplied by Demand Management?
Which Service Design process makes the most use of data supplied by Demand Management?
Correct Answer: B
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QUESTION NO: 3
Which process is responsible for frequently occurring changes where risk and cost are low?
Which process is responsible for frequently occurring changes where risk and cost are low?
Correct Answer: D
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QUESTION NO: 4
Which statement BEST represents the guidance on incident logging?
Which statement BEST represents the guidance on incident logging?
Correct Answer: B
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QUESTION NO: 5
Ensuring that the confidentiality, integrity and availability of the services are maintained to the levels agreed on the Service Level Agreement (SLA) is the responsibility of which role?
Ensuring that the confidentiality, integrity and availability of the services are maintained to the levels agreed on the Service Level Agreement (SLA) is the responsibility of which role?
Correct Answer: B
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QUESTION NO: 6
The group that authorizes changes that must be installed faster than the normal process is called the?
The group that authorizes changes that must be installed faster than the normal process is called the?
Correct Answer: C
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QUESTION NO: 7
Which role is accountable for a specific service within an organization?
Which role is accountable for a specific service within an organization?
Correct Answer: D
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QUESTION NO: 8
In which core publication can you find detailed descriptions of Service Level Management, Availability Management, Supplier Management and IT Service Continuity Management?
In which core publication can you find detailed descriptions of Service Level Management, Availability Management, Supplier Management and IT Service Continuity Management?
Correct Answer: C
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QUESTION NO: 9
A Know Error has been raised after diagnosis of a Problem was complete but before a workaround has been found. Is this a valid approach?
A Know Error has been raised after diagnosis of a Problem was complete but before a workaround has been found. Is this a valid approach?
Correct Answer: C
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QUESTION NO: 10
Which process is responsible for frequently occurring changes where risk and cost are low?
Which process is responsible for frequently occurring changes where risk and cost are low?
Correct Answer: D
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QUESTION NO: 11
Which process is responsible for managing relationships with vendors?
Which process is responsible for managing relationships with vendors?
Correct Answer: C
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QUESTION NO: 12
Who is responsible for ensuring that the Request Fulfillment process is being performed according to the agreed and documented process?
Who is responsible for ensuring that the Request Fulfillment process is being performed according to the agreed and documented process?
Correct Answer: D
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