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Which practice has a purpose to support the quality of the service by handling all agreed user initiated service requests?
Which practice has a purpose to support the quality of the service by handling all agreed user initiated service requests?A . Change controlB . IT asset managementC . Service deskD . Service request managementView AnswerAnswer: D
Which guiding principle recommends eliminating activities that do not contribute to the creation of value?
Which guiding principle recommends eliminating activities that do not contribute to the creation of value?A . Start where you areB . Collaborate and promote visibilityC . Keep it simple and practicalD . Optimize and automateView AnswerAnswer: C
What is defined as a cause, or potential cause, of one or more incidents?
What is defined as a cause, or potential cause, of one or more incidents?A . ChangeB . EventC . Known errorD . ProblemView AnswerAnswer: D
What helps diagnose and resolve a simple incident?
What helps diagnose and resolve a simple incident?A . Rapid escalationB . Formation of a temporary teamC . The use of scriptsD . Problem prioritizationView AnswerAnswer: C
Which is NOT a component of the service value system?
Which is NOT a component of the service value system?A . The guiding principlesB . GovernanceC . PracticesD . The four dimensions of service managementView AnswerAnswer: D
The management of information security incidents usually requires [?
Identify the missing words in the following sentence. The management of information security incidents usually requires [?].A . Immediate escalationB . Specialist teamsC . A separate processD . Third party supportView AnswerAnswer: C
Which practice coordinates the classification, ownership and communication of service requests and incidents?
Which practice coordinates the classification, ownership and communication of service requests and incidents?A . Supplier managementB . Service deskC . Problem managementD . Relationship managementView AnswerAnswer: B
Which statement about the steps to fulfill a service request is CORRECT?
Which statement about the steps to fulfill a service request is CORRECT?A . They should be complex and detailedB . They should be well-known and provenC . They should include incident handlingD . They should be brief and simpleView AnswerAnswer: B
When should a change request be submitted to resolve a problem?
When should a change request be submitted to resolve a problem?A . As soon as a solution for the problem has been identifiedB . As soon as a workaround for the problem has been identifiedC . As soon as the analysis of the frequency and impact of incidents justifies the...
Which is included in the purpose of the ‘design and transition’ value chain activity?
Which is included in the purpose of the ‘design and transition’ value chain activity?A . Ensuring that service components are available when neededB . Providing transparency and good stakeholder relationshipsC . Supporting services according to specificationsD . Continually meeting stakeholder expectations for costsView AnswerAnswer: D
