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| Section | Objectives |
|---|---|
| Key ITIL Processes and Functions | - Service Desk function - Incident and Problem Management - Change Management - Configuration and Asset Management |
| Service Management as a Practice | - Key principles and terminology of ITIL - Concepts of service and value |
| ITIL Roles, Functions, and Responsibilities | - Service Owner and Process Owner roles - Organizational roles in service delivery |
| ITIL Service Lifecycle | - Service Design - Service Operation - Continual Service Improvement (CSI) - Service Strategy - Service Transition |
Which process is responsible for monitoring an IT Service and detecting when the performance drops below acceptable limits?
Correct Answer: A 🗳️
Which of the following would you expect to find in a contract for an underpinning service?
1. Service vision and mission
2. Service description and scope
3. Responsibilities and dependencies
Correct Answer: B 🗳️
Which of the following is NOT a purpose of Service Transition?
Correct Answer: C 🗳️
Which process will regularly analyze Incident data to identify discernable trends?
Correct Answer: B 🗳️
Which of the following statements about Incident reporting and logging is CORRECT?
Correct Answer: D 🗳️
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