What is including in the purpose of the relationship management practice?

• A.Creating collaborative relationships with key suppliers to uncover and realize new value.
• B.Setting clear business-based targets so that the delivery of a service can be properly assessed
• C.Handling all pre-defined, user-initiated service requests in an effective and user-friendly manner.
• D.Identifying, analyzing, monitoring, and the continual improvement of relationships with stakeholders.

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Which statement about outcomes is CORRECT?

• A.They provide products to service providers based on outputs.
• B.They are deliverables provided to service consumers.
• C.The co-create value for service providers by reducing costs and risks.
• D.They allow service consumers to achieve a desired result.

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Identify the missing words in the following sentence.
When an organization has decided to improve a service, it should start by considering [?].

• A.existing information
• B.revised processes
• C.new methods
• D.additional measurements

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What describes how components and activities work together to facilitate value creation?

• A.The ITIL guiding principles
• B.The ITIL service value system
• C.The four dimensions of service management
• D.A service relationship

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Which is the BEST type of resource for investigating complex incidents?

• A.Self-help systems
• B.Knowledgeable support staff
• C.Detailed work instructions
• D.Disaster recovery plans

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