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QUESTION NO: 1
Which of the following tasks is assigned to each process manager?
A. Channeling data to Problem Management
B. Ensuring the process is running effectively and efficiently
C. Following up on Incidents
D. Setting up Service Level Agreements with the users
Answer: B
QUESTION NO: 2
Which of the following must be included within the Service Management plan?
A. Configuration Item (CI) type
B. Information security controls
C. Return to normal working
D. Tools as appropriate to support the processes
Answer: D
QUESTION NO: 3
Which service changes should be documented in change records?
A. All service changes
B. Formal closure of services
C. Staff recruitment
D. User training
Answer: A
QUESTION NO: 4
Which of the aspects listed below is included in ISO/IEC 20000?
A. Customer communication
B. Employee motivation
C. Social responsibility
D. Standard products
Answer: A
QUESTION NO: 5
What is the added value of a service being delivered?
A. You can specifically define the service by means of a Service Level Agreement (SLA).
B. You do not have the ownership of specific costs and risks in producing the service.
C. You do not have to invest in a process to control it.
D. The outcomes have a lower total cost of ownership than when the value is produced within the customer organization.
Answer: B
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Updated: May 27, 2022