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Detail Form
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1.
Which one of the following is NOT an aim of the change management process?
2.
What are customers of IT services who work in the same organization as the service provider known as?
3.
Access management is closely related to which other process?
4.
In which core ITIL publication can you find detailed descriptions of service catalogue management, information security management, and supplier management?
5.
Which of the following is the BEST reason for categorizing incidents?
6.
A known error has been created after diagnosis of a problem was complete but before a workaround has been found. Is this a valid approach?
7.
Which of the following provide value to the business from service strategy?
- 1. Enabling the service provider to have a clear understanding of what levels of service will make their customers successful
- 2. Enabling the service provider to respond quickly and effectively to changes in the business environment
- 3. Support the creation of a portfolio of quantified services
- 1. Enabling the service provider to have a clear understanding of what levels of service will make their customers successful
- 2. Enabling the service provider to respond quickly and effectively to changes in the business environment
- 3. Support the creation of a portfolio of quantified services
8.
Which of the following would be examined by a major problem review? Things that were done correctly
Things that were done incorrectly
How to prevent recurrence
What could be done better in the future
Things that were done incorrectly
How to prevent recurrence
What could be done better in the future
9.
Which one of the following is the BEST description of a relationship in service asset and configuration management?
10.
Which of the following are sources of best practice?
- 1. Academic research
- 2. Internal experience
- 3. Industry practices
- 1. Academic research
- 2. Internal experience
- 3. Industry practices