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    Question: 303
    Which describes a proactive trigger for problem management?
          A. Automated detection of an infrastructure or application fault, using event/alert tools automatically to raise an incident
          B. Analysis of an incident by a technical support group which reveals that an underlying problem exists, or is likely to exist
          C. Suspicion or detection of a cause of one or more incidents by the service desk
          D. Trending of historical incident records to identify one or more underlying causes
    Answer: D
    Question: 304
    What should the IT service continuity process primarily support?
          A. Critical IT processes
          B. All the services in the service portfolio
          C. Business continuity strategy
          D. Mission critical services at peak business periods
    Answer: C
    Question: 305
    What BEST describes the customers and users of an IT service provider?
          A. Customers buy IT services; users use IT services
          B. Customers design IT services; users test IT services
          C. Customers sell IT services; users improve IT services
          D. Customers agree the service levels; users buy IT services
    Answer: A
    Question: 306
    Which is the BEST definition of a supplier?
          A. It is a third party responsible for supplying goods or services that are required to deliver IT services
          B. It is a shared services unit that is responsible for supplying goods or services that are required to deliver IT services
          C. It is a third party with responsibility for supplying goods or services that is agreed through an operational level agreement
          D. It is a mixture of internal and external parties that are responsible for providing goods and services to its customer group
    Answer: D
    Question: 307
    What is the pre-authorized change known as?
          A. A normal change
          B. A retrospective change
          C. A standard change
          D. An ordinary change
    Answer: C
    Question: 308
    What is the BEST description of a change proposal?
          A. Any request for change (RFC) submitted to change management
          B. An authorized change submitted to release and deployment
          C. An RFC that must be implemented as soon as possible
          D. A justification for a change with significant cost or risk
    Answer: D
    Question: 309
    What is a change of state that has significance for the management of a configuration item (CI) called?
          A. An event
          B. A baseline
          C. A change to a service level agreement
          D. A request for change (RFC)
    Answer: A
    Question: 310
    Which is responsible for the production of the service design package (SDP)?
          A. Service portfolio management
          B. Service catalogue management
          C. Design coordination
          D. Service design
    Answer: D
    Question: 311
    What is the CORRECT definition of service management?
          A. A set of specialized assets for transitioning services into the live operational environment
          B. A set of specialized organizational capabilities for delivering value to customers in the form of services
          C. A group of events that meet the demand from customers for services that they receive
          D. A group of people that manages services to fulfill the needs of users and customers
    Answer: B
    Question: 312
    How are groups, teams, departments and divisions classified?
          A. Processes
          B. Functions
          C. Roles
          D. Technicians
    Answer: B
    Question: 313
    Third parties responsible for supplying goods or services that are required to deliver IT services is a description of which stakeholder?
          A. External Customers
          B. Suppliers
          C. Operations
          D. External Consultants
    Answer: B
    Question: 314
    Can service operation improve efficiency in the business operation by automating common routines?
          A. No, automating common routines improves effectiveness but not efficiency
          B. Yes, through automating common routines and introducing the service knowledge management System (SKMS)
          C. Yes, through automating common routines, more productive work can be carried out
          D. No, automating common routines only results in preventing common problems
    Answer: B
    Question: 315
    What is the BEST definition of an internal service?
          A. It is a supporting service delivered between functions of the IT service provider
          B. It is any customer-facing service delivered by an outsourced provider
          C. It is a service delivered to the terms of a contract which enables a customer to achieve business outcomes
          D. It is a service delivered between departments or business units in the same organization
    Answer: D


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