identify the missing word(s) in the following sentence.
The purpose or the problem management practice is to reduce the likehood and impact of incidents by identifying actual and potential causes of incidents and managing [?] and Known errors.

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

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Which practice has a purpose that includes the management of financially valuable components that can contribute to the delivery of an IT service?

• A.IT asset management
• B.Deployment management
• C.Continual management
• D.Monitoring and event management

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Identify the missing word(s) in the following sentence.
The service desk should be the entry point and single point of contact for the [?] with all of its users.

• A.Service provider
• B.Service consumer
• C.Customer
• D.Supplier

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Which practice is the responsibility of everyone in the organization?

• A.Service level management
• B.Problem management
• C.Change control
• D.Continual improvement

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Which BEST describes the purpose of the 'improve' value chain activity?

• A.To organize a major improvement initiative into several smaller initiatives
• B.To make new and improved services and features available for use
• C.To ensure a shared understanding of the vision and improvement direction for all products and services
• D.To continually improve all products and services across all value chain activities

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