Which organization delivers output or outcomes of a service?

• A.A service consumer delivers outcomes of the service
• B.A service provider delivers outcomes of the service
• C.A service consumer delivers outputs of the service
• D.A service provider delivers outputs of the service

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Which practice provides a communications point for users to report operational issues, queries and requests?

• A.Incident management
• B.Continual improvement
• C.Service desk
• D.Relationship management

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Identify the missing word in the following sentence.
The purpose of the service configuration management practice to to ensure mat accurate and reliable information about the configuration of [?], and the is that support mem, is available when and where it to needed.

• A.organizations
• B.outcomes
• C.IT assets
• D.services

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A good way to apply the ITIL guiding principle 'keep it simple and practical' is to:

• A.Communicate so that the audience will hear
• B.Re-use nothing from the current state
• C.Adopt a practice which is easy to follow
• D.Understand that fast does not mean incomplete

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Which activity is NOT recommended by the start where you are' guiding principle?

• A.Discarding existing processes before assessing their usefulness
• B.Involving people who are not familiar with a service when observing and assessing its activities
• C.Using source data to avoid any unintentional data distortion found in reports
• D.Applying risk management when considering to introduce new processes

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