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ITIL Familiarization Quiz

Which two processes will contribute MOST to enabling effective problem detection?
Incident and Financial Management
Change and Release & Deployment Management
Incident and Event Management
Knowledge and Service Level Management
Why is it important for service providers to understand patterns of business activity (PBA)?
PBAs are based on organizational roles and responsibilities
IT service providers CANNOT schedule changes until they understand PBA
Demand for the services delivered by service providers are directly influenced by PBA
Understanding PBA is the only way to enable accurate service level reporting
What body exists to support the authorization of changes and to assist change management in the assessment and prioritization of changes?
The change authorization board
The change advisory board
The change implementer
The change manager
Which among the following is NOT an objective of Continual Service Improvement?
Review and analyze Service Level Achievement results
Identify activities to improve the efficiency of service management processes
Improve the cost, effectiveness of IT services without sacrificing customer satisfaction
Conduct activities to deliver and manage services at agreed levels to business users
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