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How are target resolution times used in the 'incident management' practice?

They are agreed, documented, and communicated to help set user expectations
They are established, reviewed, and reported to ensure that customers are happy with the service
They are initiated, approved, and managed to ensure that predictable responses are achieved
They are scheduled, assessed and authorized to reduce the risk of service failures

Answer(s): A

Why should some service requests be fulfilled with no additional approvals?

Answer(s): C

What is a set of specialized organizational capabilities for enabling value for customers in the form of services?

Answer(s): C

Which gives a user access to a system?

Answer(s): D

Which statement about managing incidents is CORRECT?

Low impact incidents should be resolved efficiently, making logging unnecessary
The 'incident management' practice should use a single process regardless of the impact of the incident
Low impact incidents should be resolved efficiently so the resource required is reduced
Incidents with the lowest impact should be resolved first

Answer(s): C

Which statement about the service value chain is CORRECT?

The service value chain converts value into demand
Each value chain activity uses different combinations of practices to convert inputs into outputs
Each value chain activity identifies a requirement for resources from an external supplier
The service value chain uses value streams to describe a combination of consumers and providers

Answer(s): B