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Which practice coordinates the classification, ownership and communication of service requests and incidents?
Which ITIL guiding principle recommends using existing services, processes and tools when improving services?
Which statement about the 'continual improvement' practice is CORRECT?
What aspect of 'service level management' asks service consumers what their work involves and how technology helps them?
Which is a result of applying the guiding principle 'progress iteratively with feedback'?
What is MOST LIKELY to be handled as a service request?
Which describes a CORRECT approach to change authorization?
Which joint activity performed by a service provider and service consumer ensures continual value co-creation?
Which competencies are required by the 'service level management' practice?
Which TWO statements about the 'service request management' practice are CORRECT? 1. Service requests are part of normal service delivery 2. Complaints can be handled as service requests 3. Service requests result from a failure in service 4. Normal changes should be handled as service requests

Question 182 - ITILFND-V4 discussion

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Which statement about the known error database (KEDB) is CORRECT?

A.
It is maintained by the service desk and updated with the details of each new incident
Answers
A.
It is maintained by the service desk and updated with the details of each new incident
B.
It is a part of the configuration management database (CMDB) and contains workarounds
Answers
B.
It is a part of the configuration management database (CMDB) and contains workarounds
C.
It is maintained by problem management and is used by the service desk to help resolve incidents
Answers
C.
It is maintained by problem management and is used by the service desk to help resolve incidents
D.
It is maintained by incident management and contains solutions to be implemented by problem management
Answers
D.
It is maintained by incident management and contains solutions to be implemented by problem management
Suggested answer: C
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asked 18/09/2024
TIAM HERVE
47 questions
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