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What can help to reduce resistance to a planned improvement when applying the guiding principle 'collaborate and promote visibility'? 
A. Restricting information about the improvement to essential stakeholders only 
B. Increasing collaboration and visibility for the improvement 
C. Involving customers after all planning has been completed 
D. Engaging every stakeholder group in the same way, with the same communication 
Answer: D

What varies in size and complexity, and uses functions to achieve its objectives? 
A. A risk 
B. An organization 
C. A practice 
D. An outcome 
Answer: B

What is an activity of the 'incident management' practice? 
A. Assessing and prioritizing improvement opportunities 
B. Performing service reviews with customers 
C. Providing good-quality updates when expected 
D. Automating service requests to the greatest degree possible 
Answer: C

What is the definition of service management? 
A. Activities performed by an organization to provide products and services to their consumers 
B. A description of services based on products, which meet the needs of a target consumer group 
C. A means of enabling value co-creation by facilitating outcomes that customers want to achieve 
D. A set of specialized organizational capabilities for enabling value for customers in the form of services 
Answer: D

Which is included in the purpose of the 'change control' practice? 
A. Make new and changed services available for use 
B. Ensure that risks have been properly assessed 
C. Record and report selected changes of state 
D. Plan and manage the full lifecycle of all IT assets 
Answer: B​

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