QUESTION: 5

What would increase the amount of detail in the Configuration Management Database (CMDB)?

Increasing the scope of the CMDB
Increasing the number of attributes of each Configuration Item (CI) in the CMDB
Increasing the number of records in the CMDB
Increasing the use of the CMDB

Answer(s): B

One of the activities of Problem Management is the analysis of historical Incident and Problem data held in the Configuration Management Database (CMDB) in order to understand trends.
Which aspect of Problem Management accomplishes this?

Error Control
Identification of root causes
Proactive Problem Management
Problem Control

Answer(s): C

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QUESTION: 7

Quality Management Systems can assist organizations in enhancing what?

Customer satisfaction
ISO/EC 20000
Relationship with third parties
Supplier satisfaction

Answer(s): A

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QUESTION: 8

What is a Configuration Baseline?

A benchmark of the service provider's capability
A configuration audit report
A snapshot of the state of an IT Service or individual Configuration Item (CI) at a point in time
The change requests allocated to a release

Answer(s): C

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