Which ITIL practice recommends performing service reviews to ensure that services continue to meet the needs of the organization?

• A.Service level management
• B.Service desk
• C.Service request management
• D.Service configuration management

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

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

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Which guiding principle considers how the steps of a process can be performed as efficiently as possible?

• A.Start where you are
• B.Focus on value
• C.Think and work holistically
• D.Optimize and automate

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What can be described as an operating model for the creating and management of products and services?

• A.Practices
• B.Service value chain
• C.Governance
• D.Guiding principles

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

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