What is defined as "the role that uses services?

• A.Service consumer
• B.Sponsor
• C.User
• D.Customer

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Identify the missing word(s) in the following sentence.
The service desk should be the entry point and single point of contact for the [?] with all of its users.

• A.Service consumer
• B.Customer
• C.Service provider
• D.Supplier

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Which TWO of the following are considerations of change enablement?
1. Managing the people aspects of change
2. Ensuring that organizational transformations are successful
3. Maximizing the number of successful service changes
4. Ensuring that changes are properly assessed

• A.3 and 4
• B.2 and 3
• C.1 and 4
• D.1 and2

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Which statement about the 'change enablement' practice is CORRECT?

• A.Assessment and authorization of normal changes should be expedited to ensure they can be implemented quickly
• B.Normal changes are triggered by the creation of a change request which can be created manually or automated
• C.Standard changes are those that need to be scheduled, assessed and authorized following a standard process
• D.There should be a separate change authority for standard changes which includes senior managers who understand the risks involved

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What term is used to describe the functionality of a service?

• A.Utility
• B.Output
• C.Outcome
• D.Warranty

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