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1. Which of the following module would be MOST useful in helping to define an organizational structure?
A) Continual Service improvement (CSI) model.
B) Service Model
C) The Deming Cycle
D) RACI model
2. When tan a known error record tie raised?
1 At any time when it would be useful to do so
2After a workaround has been found
A) Both of the above
B) 1 only
C) Neither of the above
D) 2onty
3. The 'multi-level SLA' is a three-layer structure. Which of the following layers is NOT part of this type of SLA?
A) customer level
B) service level
C) corporate level
D) configuration level
4. Which of the following sentences BEST describes a Standard Change?
A) A change to the service provider's established policies and guidelines
B) A change that correctly follows the required change process
C) A change that is made as the result of an audit
D) A pre-authorized change that has an accepted and established procedure
5. Which of the following is NOT an example of Self-Help capabilities?
A) Menu-driven range of self help and service requests
B) Requirement to always call the service desk for service requests
C) Web front-end
D) A direct interface into the back end process handling software
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: C | Question # 3 Answer: D | Question # 4 Answer: D | Question # 5 Answer: B |
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