Which practice has a purpose that includes observing a service to report selected changes of state identified as
events?

• A.Information security management
• B.Incident management
• C.Monitoring and event management
• D.Change control

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Which is the BEST type of resource for investigating complex incidents?

• A.Self-help systems
• B.Knowledgeable support staff
• C.Detailed work instructions
• D.Disaster recovery plans

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Which statement about outcomes is CORRECT9

• A.An outcome depends on at least one output to deliver a result
• B.Outcomes enable products to be delivered to a stakeholder
• C.Outcomes provide assurance to stakeholders on how a service performs
• D.An outcome defines the amount of money spent on technology for a service

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Which ITIL guiding principle recommends using existing services, processes and tools when improving
services?

• A.Keep is simple and practical
• B.Progress iteratively with feedback
• C.Start where you are
• D.Focus on value

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Which practice MOST requires staff who demonstrate skills such as empathy and emotional intelligence?

• A.Service request management
• B.Service desk
• C.Problem management
• D.Continual management

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