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4. What are Request Models used for?
A. Assessing changes to understand their potential impact
B. Modelling arrival rates and performance characteristics of service requests
C. Comparing the advantages and disadvantages of different Service Desk approaches such as local or remote
D. Defining how common types of service requests should be processed
Answer: D
5. Which of the following do Service Metrics measure?
A. Processes and functions
B. Maturity and cost
C. The end to end service
D. Infrastructure availability
Answer: C
6. What body exists to support the authorisation of changes and to assist Change Management in the assessment and prioritization of changes?
A. The Change Authorisation Board
B. The Change Advisory Board
C. The Change Implementer
D. The Change Manager
Answer: B
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