Which statement about outcomes is CORRECT?

• A.An outcome is a tangible or intangible activity
• B.An outcome can be enabled by more than one output
• C.An output can be enabled by one or more outcomes
• D.Outcomes are how the service performs

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Which is the CORRECT approach for managing a large improvement initiative as smaller iterations?

• A.Each iteration should be designed before starting the initiative and implemented without feedback
• B.Feedback should only be taken into account when one iteration fails to meet its objective
• C.Feedback should be reduced for large improvements as it is unlikely that circumstances will change
• D.Each iteration should be continually re-evaluated based on feedback

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Which approach is CORRECT when applying the guiding principle 'keep it simple and practical'?

• A.Only add controls and metrics when they are needed
• B.Only add controls and metrics that are required for compliance
• C.Design controls and metrics first, then remove those not adding value
• D.Design controls and metrics and add them individually until all are implemented

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Which is a service request?

• A.Requesting a workaround for an issue
• B.Requesting information about how to create a document
• C.Requesting an enhancement to an application
• D.Requesting investigation of a degraded service

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Which describes normal changes?

• A.Changes that need to be scheduled and assessed following a process
• B.Changes that are low-risk and pre-authorized
• C.Changes that must be implemented as soon as possible
• D.Changes that are typically initiated as service requests

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