What is the BEST description of a change proposal?

• A.A justification for a change with significant cost or risk
• B.Any request for change (RFC. submitted to change management
• C.An RFC that must be implemented as soon as possible
• D.An authorised change submitted to release and deployment

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Which one of the following provides the CORRECT list of processes within the service operation stage of the service lifecycle?

• A.Event management, incident management, change management, and access management
• B.Incident management, service desk, request fulfilment, access management, and event management
• C.Event management, incident management, problem management, request fulfilment, and access management
• D.Incident management, problem management, service desk, request fulfilment, and event management

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Which one of the following activities does application management perform?

• A.Defining where the vendor of an application should be located
• B.Deciding who the vendor of storage devices will be
• C.Ensuring that the required functionality is available to achieve the required business outcome
• D.Agreeing the service levels for the service supported by the application

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What BEST describes the customers and users of an IT service provider?

• A.Customers buy IT services; users use IT services
• B.Customers sell IT services; users improve IT services
• C.Customers design IT services; users test IT services
• D.Customers agree the service levels; users buy IT services

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Which one of the following does service metrics measure?

• A.Infrastructure availability
• B.Functions
• C.Maturity and cost
• D.The end-to-end service

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