1. Question 1

Relationship between ITIL and ITSM:

• ❌ ITIL is an updated version of ITSM

• ✅ ITIL is a subset of ITSM

• ❌ ITSM is a subset of ITIL

• ❌ They are competing frameworks

Explanation:
ITSM (IT Service Management) is the broad discipline; ITIL is one framework used to implement ITSM.

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2. Question 2

Key objective of Service Transition in ITIL:

• ✅ Managing changes in a controlled way

• ❌ Negotiating SLAs

• ❌ Reviewing performance

• ❌ Restoring service

Explanation:
Service Transition ensures services are built, tested, and deployed smoothly.

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3. Question 3

Purpose of the Deming Cycle (Plan-Do-Check-Act):

• ✅ Continuous improvement

• ❌ Catalog services

• ❌ Negotiate SLAs

• ❌ Manage risks

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4. Question 4

SWOT analysis uncovers:

• ❌ Organizational structure

• ❌ Financial strategies

• ✅ Internal weaknesses and external threats

• ❌ Marketing opportunities

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5. Question 5

Agreement outlining general terms for future projects:

• ❌ NDA

• ❌ SLA

• ❌ MOA

• ✅ Master Service Agreement (MSA)

Explanation:
An MSA defines reusable terms for ongoing business relationships.

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6. Question 6

Single Loss Expectancy (SLE) measures:

• ❌ Annual frequency

• ❌ Total annual loss

• ❌ Percentage loss

• ✅ Financial impact of a single risk event

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7. Question 7

Why transparency is important in AI smart home devices:

• ❌ Enhances comfort

• ✅ Allows users to understand how their data is processed

• ❌ Improves efficiency

• ❌ Improves energy usage

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8. Question 8

Consequence of poor change management in cybersecurity:

• ❌ Faster implementation

• ❌ Better performance

• ✅ New vulnerabilities and unexpected downtime

• ❌ Lower costs

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9. Question 9

How the EU AI Act categorizes AI applications:

• ✅ Based on risk levels

• ❌ Profitability

• ❌ Data type

• ❌ Company size

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10. Question 10

EU AI Act record-keeping emphasizes:

• ❌ Entertainment value

• ❌ Visual appeal

• ✅ Ethical and legal compliance

• ❌ Speed of AI operations

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🧾 Summary Table

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