Which of the following is best definition of IT service management?

• A.A complete set of all the documentation required to deliver world class services to customers
• B.The implementation and management of quality IT services that meet business needs
• C.An internal service provider that is embedded within a business unit
• D.Technical implementation of supporting IT infrastructure components

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Which one of the following is the BEST definition of an event?

• A.The unknown cause of one or more incidents that have an impact on an IT service
• B.An unplanned interruption to an IT service or a reduction in the quality of an IT service
• C.Reducing or eliminating the cause of an incident or problem
• D.Any change of state that has significance for the management of a configuration item (CI) or IT service

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Which of the following activities would be performed by a process manager?
1. Monitoring and reporting on process performance
2. Identifying improvement opportunities
3. Appointing people to required roles

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

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How many people should be accountable for a process as defined in the RACI model?

• A.Two - the process owner and the process enactor
• B.Only one - the process owner
• C.As many as necessary to complete the activity
• D.Only one - the process architect

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Which of the following service desk organizational structures are described in service operation?
1. Local service desk
2. Virtual service desk
3. IT help desk
4. Follow the sun

• A.2, 3 and 4 only
• B.1, 3 and 4 only
• C.1, 2 and 3 only
• D.1, 2 and 4 only

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