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Julian Brunger

Slides (21)

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2 -

Which practice has a purpose that includes ensuring that risks have been properly assessed?

3 -

When should a full risk assessment and authorization be carried out for a standard change?

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Which statement about emergency changes is CORRECT?

5 -

Which practice coordinates the classification, ownership and communication of service requests and incidents?

6 -

Which statement about service desks is CORRECT?

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What is the purpose of the ‘deployment management’ practice?

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Which is a service request?

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Which is a key requirement for a successful service level agreement?

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When planning ‘continual improvement’, which approach for assessing the current state of a service is CORRECT?

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Which describes a standard change?

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Which describes normal changes?

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What are the three phases of 'problem management'?

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The purpose of the service configuration management practice is to ensure that accurate and reliable information about the configuration of services, and the [?] that support them, is available when and where it is needed.

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Which two statements about the 'service request management' practice are CORRECT?

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What is an IT asset?

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Which of these should be logged and managed as a problem?

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Which activity is part of the 'continual improvement' practice?

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Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity assessments?

20 -

What is defined as an unplanned interruption or reduction in the quality of a service?

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Which will NOT be handled as a service request?

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