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NEW QUESTION 29
Which service request management decisions require that policies are established’?

  • A. Deciding which service requests require approval
  • B. Deciding how to handle service requests where the steps are unknown
  • C. Deciding when workarounds should be used
  • D. Deciding how degradations of service are resolved

Answer: A

 

NEW QUESTION 30
Which practice handles all pre-defined user-initiated service actions?

  • A. Incident management
  • B. Deployment management
  • C. Service level management
  • D. Service request management

Answer: D

Explanation:
The purpose of the service request management practice is to support the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner. Service request management is dependent upon well-designed processes and procedures, which are operationalized through tracking and automation tools to maximize the efficiency of the practice. To be handled optimally, service request management should follow these guidelines:
Service requests and their fulfilment should be standardized and automated to the greatest degree possible.
Policies should define which service requests will be fulfilled with limited or even no additional approvals so that fulfilment can be streamlined.
The expectations of users regarding fulfilment times and costs should be clearly set, based on what the organization can realistically deliver.
Opportunities for improvement should be identified and implemented to produce faster fulfilment times and take advantage of automation.
https://www.bmc.com/blogs/itil-service-request-management/

 

NEW QUESTION 31
Which practice has a purpose that includes managing risks to confidentiality, integrity and availability?

  • A. Monitoring and event management
  • B. Service level management
  • C. Information security management
  • D. Continual improvement

Answer: C

Explanation:
To protect the information needed by the organization to conduct its business. This includes understanding and managing risks to the confidentiality, integrity, and availability of information, as well as other aspects of information security such as authentication and non-repudiation.
https://www.bmc.com/blogs/itil-management-practices/

 

NEW QUESTION 32
Which is an activity of ‘problem identification’?

  • A. Analyzing information from software developers
  • B. Establishing problem workarounds
  • C. Analyzing the cause of problems
  • D. Establishing potential permanent solutions

Answer: A

 

NEW QUESTION 33
……

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