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1. What is the purpose of the 'deployment management' practice?
A) To ensure services achieve agreed and expected performance
B) To make new or changed services available for use
C) To move new or changed components to live environments
D) To set clear business-based targets for service performance
2. Which practice needs people who understand complex systems and have creative and analytical skills?
A) Service request management
B) Change enablement
C) Service level management
D) Problem management
3. Which is the CORRECT approach for managing a large improvement initiative as smaller iterations?
A) Feedback should only be taken into account when one iteration fails to meet its objective
B) Each iteration should be designed before starting the initiative and implemented without feedback
C) Feedback should be reduced for large improvements as it is unlikely that circumstances will change
D) Each iteration should be continually re-evaluated based on feedback
4. Which describe a 'change authority'?
A) A way to manage the people aspects of change
B) A person who approves a change
C) A tool used to help plan changes
D) a model used to determine who will assess a change
5. Which two practices interact the MOST with the service desk practice?
A) Deployment management and change enablement
B) Service request management and deployment management
C) Incident management and service request management
D) Change enablement and incident management
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: D | Question # 3 Answer: D | Question # 4 Answer: C | Question # 5 Answer: C |
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