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The spell check module of a word-processing software package contains a number

of errors. The Development department has corrected these errors in a new version.
Which process is responsible for ensuring this updated version is tested?

A) Configuration Management B) Incident Management

C) Problem Management D) Release Management

Answer:   D) Release Management

The DML is the secure, logical library in which the definitive authorized versions of all
media Configuration Items (CIs) are stored and protected.

A Service Level Package is best described as?

a) A description of customer requirements used to negotiate a Service Level

Agreement.
b) A defined level of utility and warranty associated with a core service
package.
c) A description of the value that the customer wants and for which they are willing to
pay.
d) A document showing the Service Levels achieved during an agreed reporting
period.

Which of the following is the CORRECT description of the Seven R's of Change Management?

A.A set of questions that should be asked to help understand the impact of Changes
B.A seven step process for releasing Changes into production
C.A set of questions that should be asked when reviewing the success of a recent Change
D.A definition of the roles and responsibilities required for Change Management

12.Which of the following should a service catalogue contain?a.The version information of all
softwareb.The organizational structure of the companyc.Asset informationd.Details of all
operational services

Order the following Continual Service Improvement (CSI) implementation steps into the correct
sequence in alignment with the Plan, Do, Check, Act (PDCA) model.
1: Allocate roles and responsibilities to work on CSI initiatives
2: Measure and review that the CSI plan is executed and its objectives are being achieved
3: Identify the scope, objectives and requirements for CSI
4: Implement CSI enhancement
A.3-1-2-4
B.3-4-2-1
C.1-3-2-4
D.2-3-4-1

Which one is NOT a purpose of service operation?

Testing services that are designed to meet business needs
Monitoring performance of technology
Managing technology used to deliver services
Delivering and managing IT services

Differential Charging A technique used to support Demand Management by charging

different amounts for the same IT Service Function at different times. Direct Cost A cost of
providing an IT Service which can be allocated in full to a specific Customer, Cost Centre,
Project etc.

The spell check module of a word-processing software package contains a number

of errors. The Development department has corrected these errors in a new version.
Which process is responsible for ensuring this updated version is tested?

A) Configuration Management B) Incident Management

C) Problem Management D) Release Management

Answer:   D) Release Management

The DML is the secure, logical library in which the definitive authorized versions of all
media Configuration Items (CIs) are stored and protected.