A. the name of the person reporting the Incident
B. the names of persons who are authorized to implement Changes in the Configuration Management Database (CMDB)
C. the name of the person handling the Problem
D. the name of the person who approves the Request for Change (RFC)
A. Management for IT Services
B. Capacity Management Financial
C. IT Service Continuity Management
D. Availability Management
A. the Requirements for a Management System process
B. those that support business critical services
C. the Planning & Implementing Service Management process
D. all of the processes within the scope
A. Customer Relationship Management
B. Service Desk
C. Incident Management
D. Change Management
A. To instruct all employees that quality-related requirements must be observed
B. To verify whether the defined key performance indicators (KPIs) are actually determined
C. To ensure and improve one's own quality capability
D. To monitor employee performance
A. organizational structure related to responsibilities, procedures and resources for implementing quality management
B. set of the measures and procedures used to ensure that the services provided continue to fulfill the expectations of the customer and the relevant agreements
C. ability to maintain availability of the IT infrastructure, services and supporting organization to ensure these requirements are met consistently
D. mandatory Quality management practices followed by everyone in the service provider organizations
A. Controlled Acceptance Test environment
B. Capacity plans
C. policies and procedures
D. Service Continuity Plans
A. to be able to provide reports to management
B. to be able to charge to the correct users of the service
C. to provide input to the Capacity Database
D. to prevent repetitive occurrence of Incidents
