Identify the missing word in the following sentences.
A service is a means of enabling value co-creation by facilitating [?] that customers want to achieve, without the customer having to manage specific costs and risks.

• A.outcomes
• B.warranty
• C.utility
• D.outputs

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Which practice minimizes the impact on normal service operation by managing resources in response to unplanned reductions in service quality?

• A.Continual improvement
• B.Incident management
• C.Change enablement
• D.Service level management

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What describes the steps needed to create and deliver a specific service to a consumer?

• A.Service management
• B.Practices
• C.Service level management
• D.A value stream

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Which is the BEST example of an emergency change?

• A.A low-risk computer upgrade implemented as a service request
• B.The implementation of a security patch to a critical software application
• C.The implementation of a planned new release of a software application
• D.A scheduled major hardware and software implementation

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Where should all master copies of controlled software and documentation be stored?

• A.In the definitive media library
• B.In the definitive production library
• C.In the definitive capacity library
• D.In the definitive security library

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