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What is the MOST important reason for prioritizing incidents?
Which guiding principle leads to a faster response to customer needs by timeboxing activities and learning from the outputs of previous activities?
What term is used to describe the functionality of a service?
Which practices is MOST associate with the use of empathy to understand users?
What type of change is MOST likely to be managed as a service request?
Which is an activity of ‘problem identification’?
Which costs are included in the value proposition of a service?
Which practice recommends that organizations develop competencies »n techniques such as strength, weakness, opportunity, and threat (SWOT) analysis, and balanced scorecards?
Which dimension of service management considers the workflows and controls needed to deliver services?
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
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