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NO.1 Which of the following BEST describes a problem?
A. An issue reported by a user
B. The cause of one or more incidents
C. A serious incident which has a critical impact to the business
D. The cause of two or more incidents
Answer: B
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NO.2 Which one of the following can help determine the level of impact of a problem?
A. Standard operating procedures (SOP)
B. Configuration management system (CMS)
C. Statement of requirements (SOR)
D. Definitive media library (DML)
Answer: B
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