Which statement about the 'four Ps' of service design is CORRECT?

• A.Processes refers to skill and training
• B.Partners refers to suppliers and vendors
• C.People refers to technology and tools
• D.Products refers to producers and metrics

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Identify the missing word(s) in the following sentence.
The purpose of the problem management practice is to reduce me likelihood and impact of incidents by identifying actual and potential causes of incidents and managing [p] and known errors.

• A.events
• B.changes
• C.configuration items
• D.workarounds

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Identify the missing word in the following sentence.
A change is defined as the addition, modification, or removal of anything that could have a direct or indirect
effect on [?].

• A.values
• B.assets
• C.services
• D.elements

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Which is a purpose of the 'service level management' practice?

• A.To establish and nurture the links between the organization and its stakeholders
• B.To ensure that the organization's suppliers and their performance are managed appropriately
• C.To support the agreed quality of a service handling all agreed, user-initiated service requests
• D.To set clear business-based targets for service levels

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What is defined as "any component that needs to be managed in order to deliver an IT service"?

• A.An event
• B.An IT asset
• C.A configuration item
• D.A change

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