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New Questions 2
The experiences, ideas, insights and values of individuals are examples of which level of understanding within knowledge management?
A. Data
B. Information
C. Knowledge
D. Governance
Answer: C
New Questions 3
Which process would ensure that utility and warranty requirements are properly addressed in service designs?
A. Availability management
B. Capacity management
C. Design coordination
D. Release management
Answer: C
New Questions 4
Which process has the following objective, 'Produce service design packages (SDPs) based on service charters and change requests'?
A. Service transition planning and support
B. Design coordination
C. Service level management
D. Change management
Answer: B
New Questions 5
Which process is responsible for managing relationships with vendors?
A. Change management
B. Service portfolio management
C. Supplier management
D. Continual service improvement
Answer: C
New Questions 6
Which process is responsible for providing the rights to use an IT service?
A. Incident management
B. Access management
C. Change management
D. Request fulfillment
Answer: B
New Questions 7
Which areas of service management can benefit from automation?
1. Design and modeling
2. Reporting
3. Pattern recognition and analysis
4. Detection and monitoring
A. 1, 2 and 3 only
B. 1, 3 and 4 only
C. 2, 3 and 4 only
D. All of the above
Answer: D
Topic 10, New Questions
198.What is defined as "any change of state that has significance for the management of an IT service"?
A. A request for change
B. An incident
C. A problem
D. An event
New Questions 8
Which process is responsible for the availability, confidentiality and integrity of data?
A. Service catalogue management
B. Service asset and configuration management
C. Change management
D. Information security management
Answer: D
New Questions 9
Which one of the following do major incidents require?
A. Separate procedures
B. Less urgency
C. Longer timescales
D. Less documentation
Answer: A
New Questions 10
Who is responsible for ensuring that the request fulfillment process is being performed according to the agreed and documented standard?
A. The IT director
B. The process owner
C. The service owner
D. The customer
Answer: B
New Questions 11
Which of the following should be done when closing an incident?
1. Check the incident categorization and correct it if necessary
2. Check that the user is satisfied with the outcome
A. 1 only
B. Both of the above
C. 2 only
D. Neither of the above
Answer: B
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