Which term is used to describe the prediction and control of income and expenditure within an organization?

A. Charging
B. Governance
C. Budgeting
D. Accounting

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What MAIN factors are considered to assess the priority of an incident?

A. The urgency and impact
B. The impact and complexity
C. The cost and urgency
D. The complexity and cost

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Which is an objective of the design coordination process?

A. To produce service design packages and ensure they art handed over to service transition
B. To asses and evaluate all changes and their impact on service designs
C. To document the initial structure and relationship between services and customers
D. To gather and document new service level requirements from the customer

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Which service catalogue view is considered beneficial when constructing relationship between services,SLAs, OLAs, and other underpinning agreements?

A. Service-based SLA view
B. Wholesale customer view
C. Retail customer view
D. Supporting services view

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What type of change is pre-authorized, low risk, relatively common, and follows a procedure or work instruction?

A. A standard change
B. An emergency change
C. An internal change
D. A normal change

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Which is NOT a structure of service desk that is described in the ITIL service operation guidance?

A. Local
B. Centralized
C. Outsourced
D. Virtual

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Which statement about the ‘four Ps” of service design is CORRECT?

A. Processes refers to skills and training
B. Partners refers to suppliers and vendors
C. People refers to technology and tools
D. Products refers to procedures and metrics

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Which is the correct explanation of the ‘R’ role in a RACI matrix?

A. This role ensures that activities are executed correctly
B. This role has ownership of the end result
C. This role is involved in providing knowledge and input
D. This role ensures the flow of information to stakeholders

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Which statement about IT service-management is CORRECT?

A. It is performed by customers using a mix of IT systems, services and processes
B. It is performed by IT service providers using a mix of suppliers and their products
C. It is performed by the service desk using a mix of people, process and technology
D. It is performed by IT service providers using a mix of people, process and technology

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Which is NOT a sub-process of capacity management?

A. People capacity management
B. Component capacity management
C. Business capacity management
D. Service capacity management

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