Which practice has a purpose that includes managing risks to confidentiality, integrity and availability?

• A.Information security management
• B.Continual improvement
• C.Service level management
• D.Monitoring and event management

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Which is the FIRST thing to consider when focusing on value?

• A.Identifying the service customer who will receive value
• B.Defining customer experience and user experience
• C.Understanding what is valuable to the service consumer
• D.Ensuring value is co-created by improvement initiatives.

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Identify the missing word in the following sentence.
The purpose of the 'supplier management' practice is to ensure that the organization's suppliers and their performances are [?] appropriately to support the seamless provision of quality products and services.

• A.measured
• B.rewarded
• C.managed
• D.defined

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Which is a recommendation for applying the guiding principle 'keep it simple and practical?

• A.If a practice is easier to follow it is more likely to be adopted
• B.Communicate in a way the audience can hear
• C.Fast does not mean incomplete
• D.Sometimes nothing from the current state can be re used

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Which of the following is included in the purpose of the 'continual improvement' practice?

• A.The restoration of normal service operation as quickly as possible
• B.The establishment of links between the organization and its stakeholders at strategic and tactical levels
• C.The alignment of the organization's practices and services with changing business needs
• D.The reduction of the likelihood and impact of incidents

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