Which term describes if a service is fit for use?

• A.Serviceability
• B.Availability
• C.Utility
• D.Warranty

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The addition, modification or removal of an authorized, planned or supported service or service component and its associated documentation is a definition of what?

• A.A change
• B.A change request
• C.A change advisory board
• D.A change model

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Which process is responsible for eliminating recurring incidents and minimizing the impact of incidents that cannot be prevented?

• A.Problem management
• B.Change management
• C.Service level management
• D.Event management

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Which of the following are the MAIN objectives of incident management?
1. To automatically detect service-affecting events
2. To restore normal service operation as quickly as possible
3. To minimize adverse impacts on business operations

• A.1 and 3 only
• B.1 and 2 only
• C.All of the above
• D.2 and 3 only

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Which stage of the continual service improvement (CSI) approach is BEST described by the phrase
'Understand and agree on the priorities for improvement based on a deeper development of the principles defined in the vision'?

• A.Did we get there?
• B.Where are we now?
• C.Where do we want to be?
• D.How do we get there?

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