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Detail Form
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1.
Which one of the following can help determine the level of impact of a problem?
2.
The effective management of risk requires specific types of action. Which of the following pairs of actions
would be BEST to manage risk?
3.
Which of the following is an enabler of best practice?
4.
Which of the following should be considered when designing measurement systems, methods and
metrics?
1. The services
2. The architectures
3. The configuration items
4. The processes
5.
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
6.
Which one of the following provides the CORRECT list of processes within the service operation stage of
the service lifecycle?
7.
With which process is problem management likely to share categorization and impact coding systems?
8.
What guidance does ITIL give on the frequency of production of service reporting?
9.
Which one of the following does service metrics measure?
10.
Which one of the following is NOT a valid purpose or objective of problem management?