What is a definition of a problem?

• A.A cause, or potential cause, of one or more incidents
• B.Any change of state that has significance for the management of a configuration item (CI)
• C.An incident for which a full resolution is not yet available
• D.An unplanned interruption to a service, or reduction in the quality of a service

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What is defined as "the role that uses services?

• A.Customer
• B.User
• C.Sponsor
• D.Service consumer

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What is a problem?

• A.Any change of state that has significance for the management of a configuration item
• B.A cause or potential cause of one or more incidents
• C.An unplanned reduction in the quality of a service
• D.An addition or modification that could have an effect on services

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Which term describes the functionality offered by a service?

• A.cost
• B.Utility
• C.Risk
• D.Warranty

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Which practice has a purpose that includes observing a service to report selected changes of state identified as events?

• A.Incident management
• B.Information security management
• C.Change control
• D.Monitoring and event management

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