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Detail Form
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1.
Which of the following is NOT a recognized example of a service provider type within the ITIL framework?
2.
Which one of the following statements about incident reporting and logging is CORRECT?
3.
Which process is responsible for providing the rights to use an IT service?
4.
What type of services are NOT directly used by the business but are required by the service provider to deliver customer facing services?
5.
Which of the following areas would technology help to support during the service lifecycle?
1. Data mining and workflow
2. Measurement and reporting
3. Release and deployment
4. Process design
1. Data mining and workflow
2. Measurement and reporting
3. Release and deployment
4. Process design
6.
How many people should be accountable for a process as defined in the RACI model?
7.
The addition, modification or removal of an authorized, planned or supported service or service component and its associated documentation is a definition of what?
8.
Where should the following information be stored?
1. The experience of staff
2. Records of user behaviour
3. Supplier's abilities and requirements
4. User skill levels
1. The experience of staff
2. Records of user behaviour
3. Supplier's abilities and requirements
4. User skill levels
9.
Which of the following statements about standard changes are CORRECT?
1. The approach is pre-authorized
2. The risk is usually low and well understood
3. Details of the change will be recorded
4. Some standard changes will be triggered by the request fulfilment process
1. The approach is pre-authorized
2. The risk is usually low and well understood
3. Details of the change will be recorded
4. Some standard changes will be triggered by the request fulfilment process
10.
Which one of the following provides the CORRECT list of processes within the service operation stage of the service lifecycle?