What is defined as an unplanned inte

单选题
What is defined as an unplanned interruption or reduction in the quality of a service?

A、 An incident

B、 A problem

C、 A change

D、 An event

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单选题
What is a set of specialized organizational capabilities for enabling value for customers in the form of services?

A、 Service offering

B、 Service provision

C、 Service management

D、 Service consumption

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单选题
How are target resolution times used in the 'incident management' practice?

A、 They are agreed, documented, and communicated to help set user expectations

B、 They are established, reviewed, and reported to ensure that customers are happy with the service

C、 They are initiated, approved, and managed to ensure that predictable responses are achieved

D、 They are scheduled, assessed and authorized to reduce the risk of service failures

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单选题
Why should some service requests be fulfilled with no additional approvals?

A、 To ensure that spending is properly accounted for

B、 To ensure that information security requirements are met

C、 To streamline the fulfilment workflow

D、 To set user expectations for fulfilment times

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单选题
Which statement about the service value chain is CORRECT?

A、 The service value chain converts value into demand

B、 Each value chain activity uses different combinations of practices to convert inputs into outputs

C、 Each value chain activity identifies a requirement for resources from an external supplier

D、 The service value chain uses value streams to describe a combination of consumers and providers

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单选题
Which practice involves the management of vulnerabilities that were not identified before the service went live?

A、 Service request management

B、 Problem management

C、 Change control

D、 Service level management

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单选题
What describes how components and activities work together to facilitate value creation?

A、 The ITIL service value system

B、 The ITIL guiding principles

C、 The four dimensions of service management

D、 A service relationship

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单选题
Which gives a user access to a system?

A、 Service requirement

B、 Service agreement

C、 Service consumption

D、 Service provision

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单选题
Which statement about managing incidents is CORRECT?

A、 Low impact incidents should be resolved efficiently, making logging unnecessary

B、 The 'incident management' practice should use a single process regardless of the impact of the incident

C、 Low impact incidents should be resolved efficiently so the resource required is reduced

D、 Incidents with the lowest impact should be resolved first

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