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| Section | Weight | Objectives |
|---|---|---|
| Introduction to IT Service Management | 15% | - Core concepts of IT service management - Core concepts surrounding ISO/IEC 20000-1:2018 |
| Service Management System (SMS) | 30% | - Critical elements of a service management system - Core concepts of the service management system |
| Operation of the Service Management System | 55% | - Service design, build and transition processes - Resolution and fulfilment processes - Service assurance processes - Service portfolio processes - Supply and demand processes - Relationship and agreement processes |
Deming proposed a system of continuous improvement.
Which four activities does this system involve?
Correct Answer: A 🗳️
In the context of standards, what does the term "conformity" stand for?
Correct Answer: B 🗳️
Which process includes the responsibility of recovering the service as quickly as possible?
Correct Answer: C 🗳️
A Release policy needs to be documented and agreed. What must be included in the Release policy?
Correct Answer: D 🗳️
Which process or function has the responsibility of distributing information to users?
Correct Answer: C 🗳️
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