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QUESTION 1 Which of the following is Problem Management primarily concerned with? A. Looking at Security Plans B. Looking at the cause of Incidents C. Looking at the Change Plan D. Looking at the Release Strategy Answer: B
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QUESTION 1 Which process includes the responsibility of recovering the service as quickly as possible? A. Availability Management B. IT Service Continuity Management C. Incident management D. Problem Management Answer: C
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QUESTION 1 Which types of communication would the functions within service operation use? 1. Communication between data centre shifts 2. Communication related to changes 3. Performance reporting 4. Routine operational communication A. 1 only B. 2 and 3 only C. 1, 2 and 4 only D. All of the above Answer: D
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QUESTION 1 What do customer perceptions and business outcomes help to define? A. The value of a service B. Governance C. Total cost of ownership (TCO) D. Key performance indicators (KPIs) Answer: A
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