Which service request management decisions require that policies are established'?

• A.Deciding how degradations of service are resolved
• B.Deciding how to handle service requests where the steps are unknown
• C.Deciding when workarounds should be used
• D.Deciding which service requests require approval

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Identify the missing word in the following sentence.
Sponsor is the role that authorizes budget for service [?)

• A.provision
• B.value
• C.consumption
• D.management

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Which is handled as a service request?

• A.The failure of an IT service
• B.A compliment about an IT support team
• C.An emergency change to implement a security patch
• D.An investigation to identify the cause of an incident

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Which of the four dimensions include, the knowledge bases needed to deliver and manage services?

• A.Organizations and people
• B.Information and technology
• C.Partners and suppliers
• D.Value streams and processes

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Which guiding principle recommends eliminating activities that do not contribute to the creation of value?

• A.Collaborate and promote visibility
• B.Optimize and automate
• C.Start where you are
• D.Keep it simple and practical

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