Which one of the following is the BEST definition of reliability?

• A.How long a service or configuration item (CI) can perform its function without failing
• B.The availability of a service or component
• C.The level of risk that affects a service or process
• D.How quickly a service or component can be restored to normal working order

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Understanding what to measure and why it is being measured are key contributors to which part of the Service Lifecycle?

• A.Service Strategy
• B.Service Operation
• C.Continual Service Improvement
• D.Service Design

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What is a RACI model used for?

• A.Recording configuration items
• B.Defining roles and responsibilities
• C.Monitoring services
• D.Performance analysis

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Which of the following BEST describes the purpose of access management?

• A.Provides the rights for users to be able to use a service or group of services
• B.To prevent problems and resulting Incidents from happening
• C.To detect security events and make sense of them
• D.To provide a channel for users to request and receive standard services

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Which process has the objective to identify changes to the customer environment that could potentially impact the type, level or utilization of services provided?

• A.Availability management
• B.Business relationship management
• C.Service level management
• D.Change management

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