Which is handled as a service request?

• A.An investigation to identify the cause of an incident
• B.The failure of an IT service
• C.An emergency change to implement a security patch
• D.A compliment about an IT support team

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Which is part of the definition of a customer?

• A.The role that defines the requirements for a service
• B.A means of enabling value co-creation
• C.The role that authorizes budget for service consumption
• D.A set of specialized organizational capabilities for enabling value

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Which is an external input to the service value chain?

• A.The 'improve' value chain activity
• B.Customer requirements
• C.Feedback loops
• D.An overall plan

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Which statement about the 'four Ps' of service design is CORRECT?

• A.Processes refers to skill and training
• B.Partners refers to suppliers and vendors
• C.People refers to technology and tools
• D.Products refers to producers and metrics

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Which practice requires skills and competencies related to business analysis, supplier management and relationship management?

• A.IT asset management
• B.Service level management
• C.Monitoring and event management
• D.Incident management

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