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| Section | Objectives |
|---|---|
| Key Principles and Models | - Management concepts
|
| The ITIL Service Lifecycle | - Lifecycle stages
|
| Service Management as a Practice | - Fundamental concepts of service management
|
| Selected Roles | - Roles and responsibilities
|
| Selected Functions | - Operational functions
|
| Generic Concepts and Definitions | - Core terminology
|
| Technology and Architecture | - Supporting capabilities
|
| Selected Processes | - ITIL processes
|
Consider the following list:
1.Change authority
2.Change manager
3.Change advisory board (CAB)
Which one of the following is the BEST description of the items above?
Correct Answer: B 🗳️
Which process is responsible for dealing with complaints, comments, and general enquiries from users?
Correct Answer: D 🗳️
Which one of the following is NOT an objective of problem management?
Correct Answer: D 🗳️
Which of the following are classed as stakeholders in service management?
1.Customers
2.Users
3.Suppliers
Correct Answer: B 🗳️
A process owner is responsible for which of the following?
1.Defining the process strategy
2.Assisting with process design
3.Improving the process
4.Performing all activities involved in a process
Correct Answer: C 🗳️
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