When planning `continual improvement', which approach for assessing the current state of a service is CORRECT?

• A.An organization should always use an approach that combines Lean, Agile and DevOps methodologies
• B.An organization should always use a strength, weakness, opportunity and threat (SWOT) analysis
• C.An organization should always use a single technique to ensure metrics are consistent
• D.An organization should always develop competencies in methodologies and techniques that will meet their needs

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What is the purpose of the `deployment management' practice?

• A.To move new or changed components to live environments
• B.To make new or changed services available for use
• C.To ensure services achieve agreed and expected performance
• D.To set clear business-based targets for service performance

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Which competencies are required by the 'service level management' practice?

• A.Balanced scorecard reviews and maturity assessment
• B.Problem investigation and resolution
• C.Incident analysis and prioritization
• D.Business analysis and commercial management

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Which statement about IT service management is CORRECT?

• A.It is performed by IT service providers using a mix of suppliers and their products
• B.It is performed by customers using a mix of IT systems, services and processes
• C.It is performed by IT service providers using a mix of people, process and technology
• D.It is performed by the service desk using a mix of people, process and technology

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What is the expected outcome from using a service value chain?

• A.Service value streams
• B.Customer engagement
• C.Value realization
• D.The application of practices

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