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NO.1 Which of the following processes are performed by the service desk?
1.Capacity management
2.Request fulfilment
3.Demand management
4.Incident management
A. 2 and 4 only
B. All of the above
C. 2 only
D. 3 and 4 only
Answer: A

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NO.2 What is the best description of an external customer?
A. Anyone who gets charged for the delivered services
B. Someone who works in the same organization but in a different business unit to the service
provider
C. Customers who are not part of the same organization as the service provider
D. Customers for whom the cost of the service is the primary driver
Answer: C

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