Which is a use of the change schedule?

• A.Assigning resources to changes
• B.Deciding the approval authority for changes
• C.Automating the change process
• D.Creating change models

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Which statement about the known error database (KEDB) is CORRECT?

• A.It is a part of the configuration management database (CMDB) and contains workarounds
• B.It is maintained by the service desk and updated with the details of each new incident
• C.It is maintained by problem management and is used by the service desk to help resolve incidents
• D.It is maintained by incident management and contains solutions to be implemented by problem management

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Which practice provides support for managing feedback, compliments and complaints from users?

• A.Incident management
• B.Service request management
• C.Change control
• D.Problem management

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Which statement about the known error database (KEDB) is CORRECT?

• A.It is maintained by the service desk and updated with the details of each new incident
• B.It is a part of the configuration management database (CMDB) and contains workarounds
• C.It is maintained by problem management and is used by the service desk to help resolve incidents
• D.It is maintained by incident management and contains solutions to be implemented by problem

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Which step of the continual improvement model includes baseline assessments?

• A.Where do we want to be?
• B.Where are we now?
• C.What is the vision?
• D.Did we get there?

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