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QUESTION NO: 1
Which is an important principle of communication in service operation?
A. Information should always be communicated
B. It is stored in the configuration management system
C. It has an intended purpose or a resultant action
D. Meetings are always the best method of communication
Answer: C
QUESTION NO: 2
Identify the missing word in the following sentence.
A known error is a problem that has been [?] and has not been resolved.
A. escalated
B. closed
C. analysed
D. logged
Answer: C
QUESTION NO: 3
What is warranty?
A. The perceived benefits, usefulness and importance of something
B. The functionality offered by a product or service to meet a particular need
C. The amount of money spent on a specific activity or resource
D. Assurance that a product or service will meet agreed requirements
Answer: D
QUESTION NO: 4
Which guiding principle describes the importance of doing something, instead of spending a long time analysing different options?
A. Focus on value
B. Start where you are
C. Optimize and automate
D. Progress iteratively with feedback
Answer: D
QUESTION NO: 5
Which is a purpose of the 'service desk' practice?
A. To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents
B. To capture demand for incident resolution and service requests
C. To maximize the number of successful IT changes by ensuring risks are properly assessed
D. To set clear business-based targets for service performance
Answer: B
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Updated: May 28, 2022