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NO.1 What is the objective of Service Level Management?
A. To establish and maintain good relationships with Customers
B. To ensure a sufficient amount of Capacity has been designated in order to achieve agreed service
levels
C. To ensure that agreed service Availabilitycommittments to customers can be met in all
circumstances
D. To define, agree, record and manage levels of service
Answer: D

NO.2 Which service changes should be documented in change records?
A. Formal closure of services
B. User training
C. All service changes
D. Staff recruitment
Answer: C

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