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Sample Questions:
QUESTION 1:
Which role is accountable for a specific service within an organization?
A. The Service Level Manager B. The Business Relationship Manager C. The Service Owner D. The Service Continuity Manager
Answer: C
QUESTION 2:
Which is the BEST definition of a Configuration Item (CI)?
A. An item of hardware or software registered in the asset database B. A collection of information used to describe a hardware or software item C. An asset, service component or other item that is, or will be, under the control of Configuration Management D. Information recorded by the Service Desk when an Incident is reported
Answer: C
QUESTION 3:
Which of the following statements about processes is INCORRECT?
A. They are units of organizations designed to perform certain types of work B. We must be able to measure them in a relevant manner C. They deliver specific results D. They respond to specific events
Answer: A
QUESTION 4:
Identify the input to the Problem Management process.
A. Request for Change B. Problem Resolution C. Incident Records D. New Known Errors
Answer: C
QUESTION 5:
In which of the following should details of a workaround be documented?
A. The Service Level Agreement (SLA) B. The Problem Record C. The Availability Management Information System D. The IT Service Continuity Plan
Answer: B
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