A major incident has been closed, but there is a risk that it might happen again. How should this be logged and
managed?

• A.As an event
• B.As a change request
• C.As a service request
• D.As a problem

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What is a configuration item?

• A.Any financially valuable component that can contribute to delivery of an IT product or service
• B.Any component that needs to be managed in order to deliver an IT service
• C.Any change of state that has significance for the management of a service
• D.A problem that has been analyzed but has not been resolved

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Which value chain activity is concerned with the availability of service components?

• A.Design and transition
• B.Deliver and support
• C.Plan
• D.Obtain/build

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Which describes the utility of a service?

• A.A service that supports the performance of the consumer
• B.A service that meets its service level targets
• C.A service that is fit for use
• D.A service that increases constraints on the consumer

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A service offering may include, access to resources, and service actions, which is an example of a service action?

• A.A mobile phone enables a user to work remotely
• B.A password allows a user connect to a Wifi network
• C.A service desk agent provides support to user.
• D.A license allows a user to install a software product

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