Which describes a set of defined steps for implementing improvements?

• A.The 'continual improvement model'
• B.The 'engage' value chain activity
• C.The 'improve' value chain activity
• D.The 'continual improvement register'

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What is a configuration item?

• A.Any financially valuable component that can contribute to delivery of an IT product or service
• B.Any component that needs to be managed in order to deliver an IT service
• C.Any change of state that has significance for the management of a service
• D.A problem that has been analyzed but has not been resolved

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What is a set of specialized organizational capabilities for enabling value for customers in the form of services?

• A.Service consumption
• B.Service offering
• C.Service provision
• D.Service management

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Which value chain activity ensures a shared understanding of the current status and required direction for all products and services?

• A.Improve
• B.Design and transition
• C.Plan
• D.Deliver and support

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

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

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