Identify the missing word in the following sentence.
A change is defined as the addition, modification, or removal of anything that could have a direct or indirect effect on [?].

• A.assets
• B.values
• C.elements
• D.services

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What is a problem?

• A.A cause or potential cause of one or more incidents
• B.Any change of state that has significance for the management of a configuration item
• C.An addition or modification that could have an effect on services
• D.An unplanned reduction in the quality of a service

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Which statement about the 'continual improvement' practice is CORRECT?

• A.Continual improvement participation should be limited to a small dedicated team.
• B.It is the role of senior management to authorize improvement initiatives.
• C.Training should be provided to those involved in continual improvement.
• D.A single continual improvement register should be maintained by senior management.

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Which joint activity performed by a service provider and service consumer ensures continual value co-creation?

• A.Service provision
• B.Service offering
• C.Service consumption
• D.Service relationship management

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Which TWO are important aspects of the 'service request management' practice?
1.Standardization and automation
2.Providing a variety of channels for access
3.Establishing a shared view of targets
4.Policies for approvals

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

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