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58 practice questions, page 7 of 14, with answer review and explanations.

Question 31

Which one of the following would be the MOST useful in helping to define roles and responsibilities in an organizational structure?

  1. RACI model
  2. Incident model
  3. Continual service improvement (CSI) approach
  4. The Deming Cycle

Question 32

Which process will regularly anal0yse incident data to identify discernible trends?

  1. Service level management
  2. Problem management
  3. Change management
  4. Event management

Question 33

Which is the correct definition of a customer facing service?

  1. One which directly supports the business processes of customers
  2. A service that cannot be allowed to fail
  3. One which is not covered by a service level agreement
  4. A service not directly used by the business

Question 34

Which one of the following is the BEST definition of the term service management?

  1. A set of specialized organizational capabilities for providing value to customers in the form of services
  2. A group of interacting, interrelated, or independent components that form a unified whole, operating together for a common purpose
  3. The management of functions within an organization to perform certain activities
  4. Units of organizations with roles to perform certain activities

Question 35

Which of the following is NOT a valid objective of problem management?

  1. To prevent problems and their resultant Incidents
  2. To manage problems throughout their lifecycle
  3. To restore service to a user
  4. To eliminate recurring incidents