QUESTION: 1

With which of the following processes is Problem Management least likely to interface on a regular basis?

IT Financial Management
Change Management
Incident Management
Availability Management

Answer(s): A

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QUESTION: 2

Which of the following places Problem Management activities in the correct order:

Identify and record, classify, investigate and diagnose, raise an RFC, review the change
Investigate and diagnose, raise an RFC, classify, identify and record
Identify and record, investigate and diagnose, raise an RFC, classify, review the change
Review a change, classify, identify and record, investigate and diagnose, raise another RFC

Answer(s): A

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Which of the following activities may, exceptionally, be omitted for an urgent change:

1. Recording that the change has been made
2. Testing the change
3. Holding a CAB meeting
4. Establishing a back-out plan

All of them
2 and 4
2 and 3
3 and 4

Answer(s): C

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QUESTION: 4

Why is Service Management so important to IT service providers?

The success of many businesses depends upon the quality of their IT
It's the only way to manage IT in the Internet age
It's contained within the IT Infrastructure Library
It's the first non-proprietary initiative for the management of IT systems

Answer(s): A

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