What are 'engage', `plan' and `improve' examples of?

• A.Service value chain activities
• B.Service level management
• C.Service value chain inputs
• D.Change control

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What defines the requirements for a service and takes responsibility for the outcomes of service consumption?

• A.A configuration item (CI)
• B.An IT asset
• C.A customer
• D.A user

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In which two situations should the ITIL guiding principles be considered?
1. In every initiative
2. In relationships with all stakeholders
3. Only in specific initiatives where the principle is relevant
4. Only in specific stakeholder relationships where the principle is relevant

• A.3 and 4
• B.2 and 3
• C.1 and 4
• D.1 and 2

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Which is a key requirement for a successful service level agreement?

• A.It should be simply written and easy to understand
• B.It should be written in legal language
• C.It should relate to simple operational metrics
• D.It should be based on the service provider's view of the service

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Which statement about the steps to fulfill a service request is CORRECT?

• A.They should be complex and detailed
• B.They should be well-known and proven
• C.They should include incident handling
• D.They should be brief and simple

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