What are the ITIL guiding principles used for?

• A.To identify activities that an organization must perform in order to deliver a valuable service
• B.To help an organization make good decisions
• C.To direct and control an organization
• D.To ensure that an organization's performance continually meets stakeholders' expectations

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What is the purpose of the 'monitoring and event management' practice?

• A.To restore normal service operation as quickly as possible
• B.To manage workarounds and known errors
• C.To systematically observe services and service components
• D.To capture demand for incident resolution and service requests

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Which describes a CORRECT approach to change authorization?

• A.Changes included in the change schedule are pre-authorized and do not need additional authorization
• B.Emergency changes should be authorized by as many people as possible to reduce risk
• C.formal changes should be assessed and authorized before they are deployed
• D.formal changes are typically implemented as service requests and authorized by the service desk

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Which statement about outcomes is CORRECT?

• A.Outcomes are how the service performs
• B.An outcome can be enabled by more than one output
• C.An outcome is a tangible or intangible activity
• D.An output can be enabled by one or more outcomes

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Which does the ITIL service value system discourage?

• A.Coordinated authorities and responsibilities
• B.Organizational silos
• C.Interfaces among practices
• D.Organizational agility

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