Identify the input to the Problem Management process
A. Request for Change
B. Problem Resolution
C. Incident Records
D. New Known Errors
Which of the following provides resources to resolve operational and support issues during Release and Deployment?
A. Early Life Support
B. Service Test Manager
C. Evaluation
D. Release Packaging and Build Manager
Ensuring that the confidentiality, integrity and availability of the services are maintained to the levels agreed on the Service Level Agreement (SLA) is the responsibility of which role?
A. The Service Level Manager
B. The Configuration Manager
C. The Change Manager
D. The Information Security Manager
Which stage of the Service Lifecycle is MOST concerned with defining policies and objectives?
A. Service Design
B. Service Transition
C. Service Strategy
D. Service Operation
Which of the following BEST describes a Change Authority?
A. The Change Advisory Board
B. A person that provides formal authorisation for a particular type of change.
C. A role, person or a group of people that provides formal authorisation for a particular type of change.
D. The Change Manager who provides formal authorisation for each change
What are the two major processes in Problem Management?
A. Technical and Service
B. Resource and Proactive
C. Reactive and Technical
D. Proactive and Reactive
The positive effect that customers perceive a service can have on their business outcomes is referred to as what?
A. The utility of a service
B. The warranty of a service
C. The economic value of a service
D. Return on investment
Where would you expect incident resolution targets to be documented?
A. A Service Level Agreement (SLA)
B. A Request for Change (RFC)
C. The Service Portfolio
D. A Service Description
Which process lists "Understanding patterns of business activity" as a major role?
A. Demand Management
B. Supplier Management
C. Service Desk
D. Request Fulfillment
Which of the following statements is CORRECT?
A. Process owners are more important to service management than service owners
B. Service owners are more important to service management than process owners
C. Service owners are as important to service management as process owners
D. Process owners and service owners are not required within the same organization
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