Which statement about the 'optimize and automate' guiding principle is CORRECT?

• A.Technology eliminates the need for human intervention
• B.Automation frees human resources for more complex activities
• C.Activities should be automated before they are optimized
• D.Automation is best applied to non-standard tasks

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Which phase of problem management includes the regular assessment of the effectiveness of workarounds?

• A.Error control
• B.Problem identification
• C.Problem control
• D.Problem analysis

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When should a full risk assessment and authorization be carried out for a standard change?

• A.When an emergency change is requested
• B.Each time the standard change is implemented
• C.When the procedure for the standard change is created
• D.At least once a year

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Which is the CORRECT approach for managing a large improvement initiative as smaller iterations?

• A.Each iteration should be continually re-evaluated based on feedback
• B.Feedback should be reduced for large improvements as it is unlikely that circumstances will change
• C.Each iteration should be designed before starting the initiative and implemented without feedback
• D.Feedback should only be taken into account when one iteration fails to meet its objective

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Which is one of the MAIN concerns of the 'design and transition' value chain activity?

• A.Understanding the organization's vision
• B.Understanding stakeholder needs
• C.Meeting stakeholder expectations
• D.Ensuring service components are available

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