Which statement about the 'continual improvement model' is CORRECT?

• A.The model is applicable to only certain parts of the service value system
• B.Organizations should work through the steps of the model in the sequence in which they are presented
• C.The flow of the model helps organizations to link improvements to its goals
• D.Organizations should use an additional model or method to link improvements to customer value

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Which role would is MOST SUITABLE for someone with experience of managing relationships with various stakeholders, including suppliers and business managers?

• A.Service level manager
• B.Service desk agent
• C.Change authority
• D.Problem analyst

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What is the MOST LIKELY reason mat incident management would need a temporary team to work together?

• A.To escalate an incident to a supplier or partner
• B.So users can resolve their own incidents with self-help
• C.To resolve a complex or major incident
• D.So customers and users are provided with timely updates

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When considering the type of relationship required with other organizations involved in the design and delivery of services, which dimension of service management are you utilizing?

• A.Organizations and people
• B.Information and technology
• C.Partners and suppliers
• D.Value streams and processes

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Which statement about change management is CORRECT?

• A.It ensures that all changes are authorized by the change advisory board (CAB)
• B.It optimizes overall business risk
• C.It optimizes financial exposure
• D.It ensures that service requests follow the normal change management process

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