What is an incident?

• A.A service interruption resolved by the use of self-help tools
• B.A result enabled by one or more outputs
• C.The planned removal of an item that might affect a service
• D.A possible future event that could cause harm

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Which statement about change authorities is CORRECT?

• A.Change authorities are only required for authorizing normal changes
• B.Change authorities are only required for authorizing emergency changes
• C.Change authorities are assigned when each change is deployed
• D.Change authorities are assigned for each type of change and change model

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Which is included in the purpose of the 'improve' value chain activity?

• A.Ensuring the continual improvement of practices across all value chain activities
• B.Ensuring that services continually meet expectations for quality, costs, and lime to market
• C.Ensuring a shared understanding of the improvement direction for services across the organization
• D.Ensuring continual engagement and good relationships with all stakeholders

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Which practice is responsible for moving new or changed components to live or other environments?

• A.Supplier management
• B.Release management
• C.Deployment management
• D.Change enablement

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Which Practice includes management of workarounds and known errors?

• A.Service configuration management
• B.Monitoring and event management
• C.Problem management
• D.Incident management
  What is problem management?
  The purpose of problem management is to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors.
  Problems are related to incidents, but it is important to differentiate them in the way they are managed:
  Incidents have an impact on users or business processes, and must be resolved so that normal business activity can take place.
  Problems are the causes of incidents therefore they require investigation and analysis to identify the causes, develop workarounds, and recommend longer-term resolution. This reduces the number and impact of future incidents.

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