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NO.1 What are the categories of events described in the ITIL service operation book?
A. Informational, warning, exception
B. Warning, reactive, proactive
C. Informational, scheduled, normal
D. Scheduled, unscheduled, emergency
Answer: A

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NO.2 Which one of the following generates demand for services?
A. Service level agreements (SLA)
B. Infrastructure trends
C. Patterns of business activity (PBA)
D. Cost of providing support
Answer: C

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