QUESTION: 9

Deming proposed a system of continuous improvement. Which four activities does this system involve?

Plan. Do. Check and Act
Plan. Do. Evaluate and Act
Plan. Perform. Audit and Improve
Plan. Perform. Evaluate and Act

Answer(s): A

In recent months at a transport company with 1500 desktops, dozens of requests have been received for expansion of the internal memory because its size has proven to be insufficient.
Which process should have prevented this from happening?

Capacity Management
Service Level Management
Configuration Management
Availability Management

Answer(s): A

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QUESTION: 11

Which process includes the responsibility of recovering the service as quickly as possible?

Availability Management
IT Service Continuity Management
Incident management
Problem Management

Answer(s): C

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QUESTION: 12

What is the definition of IT Service Management?

An organization supping services to one or more customers
Best practice guidance for operating services
Requirements for delivering service based upon best practices
Specialized organizational capabilities providing value to customers

Answer(s): D

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