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Q91. Which two processes will contribute MOST to enabling effective problem detection?
A. Incident and financial management
B. Change and release and deployment management
C. Incident and event management
D. Knowledge and service level management
Q92. What is defined as the ability of a service, component or configuration item (CI) to perform its agreed function when required?
Q93. Which one of the following is it the responsibility of supplier management to negotiate and agree?
A. Service level agreements (SLAs)
B. Third-party contracts
C. The service portfolio
D. Operational level agreements (OLAs)
Q94. Consider the following list:
1. Change authority
2. Change manager
3. Change advisory board (CAB)
Which one of the following is the BEST description of the items above?
A. Job descriptions
D. Roles, people or groups
Q95. Which stage of the continual service improvement (CSI) approach is BEST described by the phrase 'Understand and agree on the priorities for improvement based on a deeper development of the principles defined in the vision'?
A. Where are we now?
B. Where do we want to be?
C. How do we get there?
D. Did we get there?
Q96. Which role is responsible for carrying out the activities of a process?
A. Process owner
B. Change manager
C. Service manager
D. Process practitioner
Q97. Where would all the possible service improvement opportunities be recorded?
A. CSI register
B. Known error database
C. Capacity management information system
D. Configuration management database
Q98. What should a service always deliver to customers?
Q99. Which of the following is not a service desk type recognized in the service operation volume of ITIL?
Q100. What type of record should you raise when a problem diagnosis is complete and a workaround is available?
A. A service object
B. An incident
C. A change
D. A known error