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VCE
Which of the following is best definition of IT service management?
A. An internal service provider that is embedded within a business unit
B. A complete set of all the documentation required to deliver world class services to customers
C. Technical implementation of supporting IT infrastructure components
D. The implementation and management of quality IT services that meet business needs
Which of the following would be examined by a major problem review?
1.
Things that were done correctly
2.
Things that were done incorrectly
3.
How to prevent recurrence
4.
What could be done better in the future
A. 1 only
B. 2 and 3 only
C. 1, 2 and 4 only
D. All of the above
Which is the CORRECT activity to carry out the "How do we get there" phase of the Continual Service Improvement approach?
A. Service and process improvement
B. Baseline assessments
C. Policy and governance review
D. Measurable targets