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Detail Form
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1.
The addition, modification or removal of an authorized, planned or supported service or service component
and its associated documentation is a definition of what?
2.
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
3.
Which function or process would provide staff to monitor events in an operations bridge?
4.
Which of the following activities are performed by a service desk?
1. Logging details of incidents and service requests
2. Providing first-line investigation and diagnosis
3. Restoring service
4. Implementing all standard changes
5.
Which of the following is NOT an objective of Continual Service Improvement?
6.
Check, Act and Plan are three of the stages of the Deming Cycle. Which is the fourth?
7.
What are the three types of metrics that an organization should collect to support continual service
improvement (CSI)?
8.
Which one of the following activities does application management perform?
9.
What is a RACI model used for?
10.
The remediation plan should be evaluated at what point in the change lifecycle?