Identify the missing word(s) in the following sentence.
A(n) [?] is the cause, or potential cause, of one or more incidents.

• A.Known error
• B.Change
• C.Event
• D.Problem

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Which dimension of product and service management is concerned with relationships with other organizations that are involved in discovery, design and continual improvement of product?

• A.Value streams and processes
• B.Information and technology
• C.Partners and suppliers
• D.Organizations and people

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How does an enabling value stream contribute to value creation?

• A.By supporting the effective operation of core value streams
• B.By replacing the need for core value streams
• C.By defining customer outcomes and service expectations
• D.By acting as the primary interface with service consumers

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A healthcare IT provider is planning to launch a new digital appointment system. According to
'Focus on value', what should the organization do first?

• A.Understand why patients use the appointment service
• B.Identify who the service consumers and key stakeholders are
• C.Analyze how the system will help patients achieve their goals
• D.Evaluate the risks and financial consequences for the consumers

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How should the ITIL Guiding Principle 'optimize and automate' be applied?

• A.By replacing people with technology across all functions
• B.By optimizing processes before automating them
• C.By automating all activities immediately
• D.By automating processes before optimizing them

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