Which skill is required by the 'service level management' practice?

• A.Event monitoring
• B.Supplier management
• C.Technical expertise
• D.Problem management

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Which statement about emergency changes is CORRECT?

• A.The assessment and authorization of emergency changes is expedited to ensure they can be implemented quickly
• B.Emergency changes should be authorized and implemented as service requests
• C.The testing of emergency can be eliminated in order to implement the change quickly
• D.Emergency changes must be fully documented before authorization and implementation

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Which guiding principle considers how the steps of a process can be performed as efficiently as possible?

• A.Think and work holistically
• B.Focus on value
• C.Optimize and automate
• D.Start where you are

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Which statement about the use of measurement in the 'start where you are' guiding principle is CORRECT?

• A.It should always be used instead of direct observation
• B.It should always be used to support direct observation
• C.The act of measuring always positively impacts results
• D.Measured data is always more accurate than direct observation

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When planning 'continual improvement', which approach for assessing the current state of a service is
CORRECT?

• A.An organization should always use a single technique to ensure metrics are consistent
• B.An organization should always use an approach that combines Lean, Agile and DevOps methodologies
• C.An organization should always use a strength, weakness, opportunity and threat (SWOT) analysis
• D.An organization should always develop competencies in methodologies and techniques that will meet their
  needs

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