Which of the following statements is CORRECT for every process?
1. It delivers its primary results to a customer or stakeholder
2. It defines activities that are executed by a single function

• A.1 only
• B.Both of the above
• C.Neither of the above
• D.2 only

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The 'multi-level SLA' is a three-layer structure. Which one of the following layers is NOT part of this type of SLA?

• A.Corporate level
• B.Customer level
• C.Configuration level
• D.Service level

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What is the BEST description of a change proposal?

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

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Which of the following CANNOT be provided by a tool?

• A.Information
• B.Data
• C.Wisdom
• D.Knowledge

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What are the three types of metrics that an organization should collect to support continual service improvement (CSI)?

• A.Critical success factors (CSFs), key performance indicators (KPIs), activities
• B.Strategic, tactical and operational
• C.Technology, process and service
• D.Return on investment (ROI), value on investment (VOI), quality

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