Which is an important principle of communication in service operation?

• A.It is stored in the configuration management system
• B.Meetings are always the best method of communication
• C.It has an intended purpose or a resultant action
• D.Information should always be communicated

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Which is a service request?

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

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Which is a supplier category?

• A.Customer
• B.Technical
• C.Commodity
• D.Resource

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Which practice has a purpose that includes observing a service to report selected changes of state identified as events?

• A.Monitoring and event management
• B.Change control
• C.Incident management
• D.Information security management

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Which is a purpose of the 'engage' value chain activity?

• A.Ensuring that the organization's vision is understood
• B.Meeting expectations for quality, costs and time-to-market
• C.Ensuring the continual improvement of services
• D.Providing transparency and good relationships

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