Which are elements of the service value system?

• A.Customer value, stakeholder value, organization
• B.Outcomes, utility, warranty
• C.Governance, service value chain, practices
• D.Service provision, service consumption, service relationship management

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Which BEST describes the primary role of a governing body?

• A.To establish and regularly review the goals cascade throughout the organization
• B.To develop and regularly review IT measures and metrics
• C.To annually review and approval of IT projects to maximize business value
• D.To establish and regularly review the effectiveness of risk management and internal controls

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An organization is attempting to improve the design, development and transition of new services. It recognizes that some ways of working are not focused on creating value.
Which is an example of a working practice that the organization should STOP?

• A.Involving customers and users in testing activities to understand whether the service meets the customers' and users' expectations
• B.Involving users, customers and other stakeholders when communicating desired outcomes in the form of user stones
• C.Defining the features and functionality of services by relying on the developers' previous experience of designing similar systems for customers
• D.Designing systems with the continual involvement of customers to ensure that any changes in requirements are understood as early as possible

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Which is an example of results-based measurement and reporting?

• A.Measuring and reporting the cost of providing a service to customers and users
• B.Measuring and reporting the number of supplier-related interruptions to a service
• C.Measuring and reporting the number of hours worked by service desk employees
• D.Measuring and reporting the customer satisfaction with closed incidents

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An organization is designing a survey to assess the needs and expectations of its staff.
What is this an example of?

• A.Customer-orientation
• B.Integration and data sharing
• C.Employee satisfaction management
• D.CI/CD

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