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Detail Form
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1.
What is known as a temporary solution that enables the user to continue working?
2.
Through which process does the implementation of new or changed services, including closure of a service, need to be planned and approved?
3.
Different types of events are reported to the Service Desk. Which event is an incident?
4.
What has to be included in a well defined process?
5.
What would increase the amount of detail in the Configuration Management Database (CMDB)?
6.
One of the activities of Problem Management is the analysis of historical Incident and Problem data held in the Configuration Management Database (CMDB) in order to understand trends. Which aspect of Problem Management accomplishes this?
7.
Quality Management Systems can assist organizations in enhancing what?
8.
What is a Configuration Baseline?
9.
Deming proposed a system of continuous improvement. Which four activities does this system involve?
10.
In recent months at a transport company with 1500 desktops, dozens of requests have been received for expansion of the internal memory because its size has proven to be insufficient. Which process should have prevented this from happening?