Which is part of the definition of a customer?

• A.The role that authorizes budget for service consumption
• B.A means of enabling value co-creation
• C.A set of specialized organizational capabilities for enabling value
• D.The role that defines the requirements for a service

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What does the 'service request management' practice depend on for maximum efficiency?

• A.Incident management
• B.Compliments and complaints
• C.Self-service tools
• D.Processes and procedures

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Which statement about service offerings is CORRECT?

• A.The same product can be used as a basis for more than one service offering
• B.Service offerings include the transfer of goods from the consumer to the prowler
• C.Each service should be described to consumers as a single service offering
• D.Service offerings describe how providers and consumers cooperate to co-create value

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What should a release policy include?

• A.The process owner and process manager for each type of release
• B.The roles and responsibilities for incident and problem resolution
• C.The naming convention and expected frequency of each type of release
• D.The naming convention for all configuration items (CI) recorded in the configuration management system

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How should automation be implemented?

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

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