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Question 1
Which of the following steps are not part of the Deming Cycle?
Communicate
Do
Act
Plan
Question 2
What are the FOUR P's of Service Design?
Process, Plans, People and Principles
Products, Partners, Plans and People
Products, Plans, Principles and People
Partners, Products, People and Process
Question 3
Which of the following actions are performed by the Application Management Process?
Ensurin the required functionality is available to achieve the required Business Objective
Agreeing services levels for the service supported by the application
Deciding on who will provide supporting system hardware
Defing the engagement process with an appliction supplier
Question 4
Which of the following are sources of good practice ?
1.Public frameworks
2.Standards
3.Proprietary knowledge
1, 2 & 3
1 & 2
1 & 3
2 & 3
Question 5
The "Multi-Level" SLA is a three-layer model. Which of the following layers is NOT part of this type of SLA?
Supplier Level
Customer Level
Corporate Level
Service Level
Question 6
For what is the RACI model mainly used ?
Defining Processes
Defining Roles and Responsibilities
Defining Functions
Defining Services
Question 7
What delivers value to customers by facilitating outcomes customers want to achieve, without the ownership of specific costs and risks ?
Service Management
Processes
Roles
Services
Question 8
Which of the following is an objective of Service Transition?
To plan and manage new entries in the service catalogue
To negotiate service levels for new services
To provide knowledge to Incident and Problem Management
To plan and manage resource requirements for delpoyments
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