A. Maximal personal benefits B. Treat others as you would like to be treated. C. There is no single best way Answer: B QUESTION: 175 What best describes the role of the support center in the change management process? A. the support archives change report for the knowledge base B. The support center authorizes the change after assessing its impact. C. The support center documents customer queries to change D. The support center tracks the impactthe change has on customers. Answer: D QUESTION: 176 What is the primary difference between incident management and problem management? A. Problem management deals with conflicts within service level agreement; incident management is independent of the service level agreement. B. Problem management finds and eliminates the underlying causes of incidents; incident management resolves incidents as quickly as possible. C. Problem management is focused on helping customer; incident management is 57
focused on processes and procedures. D. Problem management prevents customers from calling ;incident management handles calls when customers do call Answer: B 58
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- Fall '19