第72題： Business process is a series of activities completed by different（）,respectively doing their tasks, in order to achieve specific value objectives．
A．machines
B．personnel
C．equipments
D．tools
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第73題： IT service manager wants to know the following: How many Oracle 12c licenses do we have? （）process will answer this question．
A．ContinuityManagement
B．Configuration Management
C．Incident Management
D．Change Management
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第74題： （）is not a Service Desk activity．
A．Registering Incidents
B．Applying temporary fixes
C．Relating an incident to a Known Error
D．Solving a Problem
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