Which is included in the purpose of the 'improve' value chain activity?

• A.Ensuring a shared understanding of the improvement direction for services across the organization
• B.Ensuring continual engagement and good relationships with all stakeholders
• C.Ensuring the continual improvement of practices across all value chain activities
• D.Ensuring that services continually meet expectations for quality, costs, and lime to market

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What are guiding principles?

• A.Recommendations that help an organization when adopting a service management approach
• B.A set of interconnected activities that help an organization deliver a valuable service
• C.A set of specialized organizational capabilities for enabling value for customers
• D.A description of one or more services that help address the needs of a target consumer group

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Identify the missing word in the following sentence.
A customer define is the [?] for a service and takes responsibility for the outcomes of service consumption.

• A.products
• B.Suppliers
• C.Resources
• D.Requirements

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Which of the four dimensions include, the knowledge bases needed to deliver and manage services?

• A.Information and technology
• B.Partners and suppliers
• C.Organizations and people
• D.Value streams and processes
  This includes the information and technology needed to deliver services (servers, storage, networks, databases, etc.) as well as the information and technology needed to manage those services (ITSM tools, knowledge bases, configuration information, etc.).
  https://www.sysaid.com/blog/entry/everything-you-officially-need-to-know-about-itil-4

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

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