Which guiding principle emphasizes the need to understand the flow of work in progress, identify bottlenecks, and uncover waste?

• A.Keep it simple and practical
• B.Collaborate and promote visibility
• C.Focus on value
• D.Think and work holistically

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Which statement about the service value chain is CORRECT?

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

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Which is a risk that might be removed from a service consumer by an IT service?

• A.Security breach
• B.Cost of purchasing servers
• C.Failure of server hardware
• D.Service provider ceasing to trade

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Which function is responsible for the management of a data centre?

• A.Technical management
• B.Service desk
• C.Application management
• D.Facilities management

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Which role approves the cost of services?

• A.Customer
• B.Change authority
• C.Sponsor
• D.User

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