The answers to questions in this chapter are on page 62.

SO 01 The ability for Service Operation to perform effective operational monitoring and control depends on data and information from which of the following processes?

A Incident Management

B Request Fulfilment

C Event Management

D Access Management

See Guide Chapter 26

SO 02 Which of the following statements regarding a Known Error are correct?

1 A Known Error should be raised when the diagnosis of a problem is complete and there is a workaround available

2 A Known Error can be raised as soon as it becomes useful to do so

A 1 only

B 2 only

C Both of the above

D Neither of the above

See Guide Chapter 24

SO 03 “A warning that a threshold has been reached, something ...

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