Which is an example of improving service utility using service management automation?

• A.Monitoring service availability
• B.Pre-determined routing of a service request
• C.Faster resource allocation
• D.Reducing the time to compile service data

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A process owner is responsible for which of the following?
1. Defining the process strategy
2. Assisting with process design
3. Improving the process
4. Performing all activities involved in a process

• A.1, 2 and 3 only
• B.2, 3 and 4 only
• C.All of the above
• D.1, 2 and 4 only

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Which one of the following is the purpose of service level management?

• A.To ensure that sufficient capacity is provided to deliver the agreed performance of services
• B.To ensure that an agreed level of IT service is provided for all current IT services
• C.To carry out the service operations activities needed to support current IT services
• D.To create and populate a service catalogue

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In which document would you expect to see an overview of actual service achievements against targets?

• A.Operational level agreement (OLA)
• B.Capacity plan
• C.SLA monitoring chart (SLAM)
• D.Service level agreement (SLA)

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Which of the following statements about standard changes are CORRECT?
1. The approach is pre-authorized
2. The risk is usually low and well understood
3. Details of the change will be recorded
4. Some standard changes will be triggered by the request fulfillment process

• A.All of the above
• B.1, 2 and 4 only
• C.2 and 3 only
• D.1 only

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