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QUESTION NO: 1
Which one of the following is the BEST definition of the term 'service management'?
A. Units of organizations with roles to perform certain activities
B. The management of functions within an organization to perform certain activities
C. A group of interrelated, interacting or independent components that form a unified whole, operating together for a common purpose
D. A set of specialized organizational capabilities for providing value to customers in the form of services
Answer: D
QUESTION NO: 2
What should a release policy include?
A. How request for changes (RFCs) are approved for software releases in the IT production environment.
B. Roles and responsibilities across all the service transition processes.
C. Criteria and authorization to exit early life support and handover to the service operation function.
D. Roles and responsibilities for updating the configuration management database (CMD
Answer: B
QUESTION NO: 3
Service design emphasizes the importance of the "Four Ps". These "Four P's" include Partners,
People, Processes and one other "P". Which of the following is the additional "P"?
A. Profit
B. Products
C. Preparation
D. Potential
Answer: B
QUESTION NO: 4
Which one of the following statements about incident reporting and logging is CORRECT?
A. Incidents can only be reported by users
B. All calls to the service desk must be logged as incidents
C. Incidents can be reported by anyone who detects a disruption or potential disruption to normal service
D. Incidents reported by technical staff must also be logged as problems
Answer: C
QUESTION NO: 5
How are groups, teams, departments and divisions classified?
A. Processes
B. Technicians
C. Functions
D. Roles
Answer: C
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Updated: May 28, 2022