How should an organization adopt continual improvement methods?

• A.Use a new method for each improvement the organization handles
• B.Build the capability to use as many improvement methods as possible
• C.Select a few key methods for the types of improvement that the organization handles
• D.Select a single method for all improvements that the organization handles

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How should automation be implemented?

• A.By replacing human intervention wherever possible
• B.By initially concentrating on the most complex tasks
• C.By optimizing as much as possible first
• D.By replacing the existing tools first

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Which statement about the service value chain is CORRECT?

• A.Each value chain activity uses different combinations of practices to convert inputs into outputs
• B.The service value chain converts value into demand
• C.The service value chain uses value streams to describe a combination of consumers and providers
• D.Each value chain activity identifies a requirement for resources from an external supplier

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Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity assessments?

• A.Incident management
• B.Problem management
• C.Continual improvement
• D.Service request management

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What role would be MOST suitable for a new graduate with great levels of empathy and understanding of business issues? They also have good communication skills, high emotional intelligence, and a broad understanding of IT technology.

• A.Change authority
• B.Service desk agent
• C.Problem analyst
• D.Service level manager

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