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Detail Form
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1.
Which of the following should be done when closing an incident?
1. Check the incident categorization and correct it if necessary
2. Check that user is satisfied with the outcome
1. Check the incident categorization and correct it if necessary
2. Check that user is satisfied with the outcome
2.
Which of the following is an objective of Release and Deployment Management?
3.
Which phase of the ITIL lifecycle provides the following benefit: The Total Cost of Ownership (TCO) of a service can be minimized if all aspects of the service, the processes and the technology are considered during development?
4.
Which process is responsible for eliminating recurring incidents and minimizing the impact of incidents that cannot be prevented?
5.
A Service Design Package should be produced for which of the following?
1. A new IT service
2. A major change to an IT service
3. An Emergency Change to an IT service
4. An IT service retirement
1. A new IT service
2. A major change to an IT service
3. An Emergency Change to an IT service
4. An IT service retirement
6.
Which of the following BEST describes a Problem?
7.
A process owner is responsible for which of the following?
1. Documenting the process
2. Defining process Key Performance Indicators (KPIs)
3. Improving the process
4. Ensuring process staff undertake the required training
1. Documenting the process
2. Defining process Key Performance Indicators (KPIs)
3. Improving the process
4. Ensuring process staff undertake the required training
8.
Contracts are used to define:
9.
In the phrase "People, Processes, Products and Partners". Products refers to:
10.
Service Transition contains detailed descriptions of which processes?