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1. To enable a new Service Desk management tool to be implemented, the capacity of the servers has to be extended. Who is responsible for managing the request for additional capacity?
2. Intermediate Recovery is initially concerned with which of the following time periods?
3. Consider the following activities:

1 The analysis of raw data
2 The identification of trends
3 The definition of Service Management processes
4 The implementation of preventive measures

Which of the above should be easier after implementing a good IT Service Management software tool?
4. A customer-based Service Level Agreement structure includes:
5. Which one of the following is NOT a major CI type?
6. The activity that aims to identify the potential damage or loss to an organization resulting from disruption to critical business processes is:
7. The following activities are involved in implementing a Service Management function:

1 Tool selection
2 Tool specification
3 Process design
4 Functional requirements analysis

In which order should the above activities be taken?
8. An IT department is seeking to set its prices to match those of external suppliers selling the same services. Which one of the following is the best description of this approach?
9. What is SOA within Availability Management?
10. Serviceability is an element of Availability Management. How is it best defined?

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