What can help to reduce resistance to a planned improvement when applying the guiding principle 'collaborate and promote visibility'?

• A.Restricting information about the improvement to essential stakeholders only.
• B.Increasing collaboration and visibility for the improvement.
• C.Involving customers after all planning has been completed.
• D.Engaging every stakeholder group in the same way, with the same communication.

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What should be done for every problem?

• A.It should be prioritized based on its potential impact and probability
• B.It should be resolved so that it can be closed
• C.It should be diagnosed to identify possible solutions
• D.It should have a workaround to reduce the impact

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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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Which statement about the service value chain is CORRECT?

• A.Each value chain activity uses different combinations of practices to convert inputs into outputs
• B.The service value chain uses value streams to describe a combination of consumers and providers
• C.The service value chain converts value into demand
• D.Each value chain activity identifies a requirement for resources from an external supplier

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What are typically recognized through notifications created by an IT service, CI or monitoring tool?

• A.Requests
• B.Events
• C.Problems
• D.Incidents

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