Which of the following is NOT recommended by the guiding principle 'start where you are?

• A.Building something completely new
• B.Asking questions that appear to be stupid
• C.Collecting data directly from the source
• D.Identifying what is available to be leveraged

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Which is a purpose of the 'relationship management' practice?

• A.To be the entry point and single point of contact for the service provider with all of its users
• B.To systematically observe services and service components
• C.To protect the information needed by the organization to conduct its business
• D.To identify, analyze, monitor, and continually improve links with stakeholders

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What is defined as any financially valuable component that can contribute to the delivery of a service?

• A.Event
• B.Product
• C.Configuration item
• D.IT asset

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Which directly assists with the diagnosis and resolution of simple incidents?

• A.Use of shift working patterns
• B.Fulfillment of service requests
• C.Scripts for collecting user information
• D.Creation of a temporary team

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Which processes are responsible for the regular review of underpinning contracts?

• A.Availability management and service level management
• B.Supplier management and change management
• C.Supplier management and service level management
• D.Supplier management and availability management

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