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NO.1 Which one of the following can help determine the level of impact of a problem?
A. Configuration management system (CMS)
B. Statement of requirements (SOR)
C. Definitive media library (DML)
D. Standard operating procedures (SOP)
Answer: A
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NO.2 What type of services are NOT directly used by the business but are required by the service
provider to deliver customer facing services?
A. Component services
B. Supporting services
C. Customer services
D. Business services
Answer: B
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