Which TWO of the following statements are MOST associated with the optimize and automate' guiding principle?
1. It is important to assess which method of communication is appropriate 'or each type of stakeholder.
2. Complex systems should be designed with an understanding of how the components' parts are related.
3. Organizations should consider whether technology could improve the eficiency o' manual processes.
4 It is important to understand the organization's objectives when assessing the impact of potential improvements.

• A.1 and 2
• B.2 and 3
• C.3 and 4
• D.1 and 4

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An SLA is a service level agreement.
Which describes the 'watermelon SLA' effect?

• A.A single SLA defines target service levels for multiple customer, so every customer sees reports about other customers' experiences.
• B.The metrics in an SLA are focused on internal measures, so that reports show everything is good, while the customer is not satisfied.
• C.SLA targets change very frequently, so that each report includes new measures and trends cannot be analyzed.
• D.Introducing SLAs for a service enables customer to see that the service provider is doing a really good job, so this improves satisfaction.

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Which is an important principle of communication in service operation?

• A.It is stored in the configuration management system
• B.Meetings are always the best method of communication
• C.It has an intended purpose or a resultant action
• D.Information should always be communicated

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Which is a recommendation of the guiding principle 'think and work holistically'?

• A.Conduct a review of existing service management practices and decide what to keep and what to discard
• B.Use the four dimensions of service management to ensure coordination of all aspects of an improvement initiative
• C.Review service management practices and remove any unnecessary complexity
• D.Review how an improvement initiative can be organized into smaller, manageable sections that can be completed in a timely manner

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Which of the following statements about 'outcomes' is TRUE?

• A.The delivery of products to a stakeholder is enabled by outcomes
• B.The level of expenses regarding a technology for a service is defined by an outcome
• C.An outcome depends on at least one output to deliver a result
• D.Outcomes provide assurance to stakeholders regarding the performance of a service

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