Which statement about the use of measurement in the 'start where you are' guiding principle is CORRECT?

• A.Measured data is always more accurate than direct observation
• B.It should always be used to support direct observation
• C.It should always be used instead of direct observation
• D.The act of measuring always positively impacts results

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When using the ITIL continual improvement model, which information should be produced by an organization in order to understand where the organization is now?

• A.KPI reports
• B.Business objectives
• C.Improvement plans
• D.Assessment results

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Which statement about the 'continual improvement model' is CORRECT?

• A.Organizations should work through the steps of the model in the sequence in which they are presented
• B.Organizations should use an additional model or method to link improvements to customer value
• C.The model is applicable to only certain parts of the service value system
• D.The flow of the model helps organizations to link improvements to its goals

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Which TWO of the following statements are MOST associated with the optimize and automate' guiding principle?
1. It is important to assess which method of communication is appropriate 'or each type of stakeholder.
2. Complex systems should be designed with an understanding of how the components' parts are related.
3. Organizations should consider whether technology could improve the eficiency o' manual processes.
4 It is important to understand the organization's objectives when assessing the impact of potential improvements.

• A.1 and 2
• B.2 and 3
• C.3 and 4
• D.1 and 4

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Which is a financially valuable component that can contribute to the delivery of a service?

• A.Configuration item
• B.Sponsor
• C.IT asset
• D.Service offering

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