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1. Which of the following is Problem Management primarily concerned with?

A. looking at Security Plans

B. looking at the cause of Incidents

C. looking at the Change Plan

D. looking at the Release Strategy

Answer: B

2. What is the objective of a Management System?

A. to define, agree, record and manage levels of services

B. to ensure that Key Performance Indicators (KPIs) are defined for all IT services

C. to ensure that new services and changes to services will be deliverable and manageable at the agreed cost and services quality

D. to provide the policies and the framework that is needed for the effective management and implementation of all IT services

Answer: D

3. Which of the aspects listed below is included in ISO/IEC 20000?

A. customer communication

B. employee motivation

C. social responsibility

D. standard products

Answer: A

4. Which of the following tasks is assigned to each process manager?

A. channeling data to Problem Management

B. ensuring the process is running effectively and efficiently

C. following up on Incidents

D. setting up Service Level Agreements with the users

Answer: B