QUESTION: 113

Which of the following identify the purpose of business relationship management?
1. To establish and maintain a business relationship between service provider and customer
2. To identify customer needs and ensure that the service provider is able to meet

Both of the above
1 only
2 only
Neither of the above

Answer(s): A

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QUESTION: 114

What are the categories of event described in the ITIL service operation book?

Informational, scheduled, normal
Scheduled, unscheduled, emergency
Informational, warning, exception
Warning, reactive, proactive

Answer(s): C

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QUESTION: 115

From the perspective of the service provider, what is the person or group who defines or and agrees their service targets known as?

User
Customer
Supplier
Administrator

Answer(s): B

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QUESTION: 116

Which of the following should be considered when designing measurement systems, methods and metrics?

1. The services
2. The architectures
3. The configuration items
4. The processes

1, 2 and 3 only
1, 3 and 4 only
2, 3 and 4 only
All of the above

Answer(s): D

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QUESTION: 113

QUESTION: 114

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QUESTION: 116