Which statement about output is correct?

• A.They describes how the service performs.
• B.They consist of several outcomes.
• C.They capture customer demand for services
• D.They contribute to the achievement of outcomes

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Which statement about value creating activities is CORRECT?

• A.Each value stream should be designed with a specific combination of service value chain activities
• B.A value stream is an operating model for creating value through products and services
• C.Organizations should ensure that each value stream is applicable to many scenarios
• D.Service value chain activities have pre-determined dependencies on ITIL practices

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What can help to reduce resistance to a planned improvement when applying the guiding principle 'collaborate and promote visibility'?

• A.Increasing collaboration and visibility for the improvement.
• B.Engaging every stakeholder group in the same way, with the same communication.
• C.Restricting information about the improvement to essential stakeholders only.
• D.Involving customers after all planning has been completed.

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Which of the following is an example of incident?

• A.A user has requested access to a shared repository
• B.A backup server is being rebooted while services are running on the primary server
• C.A user wants to reset the password of a server
• D.An application is not available during the business hours

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What is warranty?

• A.The perceived benefits, usefulness and importance of something
• B.Assurance that a product or service will meet agreed requirements
• C.The functionality offered by a product or service to meet a particular need
• D.The amount of money spent on a specific activity or resource

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