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Detail Form
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1.
Which ITIL guiding principle recommends using existing services, processes and tools when improving services?
2.
Which practice coordinates the classification, ownership and communication of service requests and incidents?
3.
Which is part of service provision?
4.
Which statement about the steps to fulfill a service request is CORRECT?
5.
What is defined as a cause, or potential cause, of one or more incidents?
6.
When should the effectiveness of a problem workaround be assessed?
7.
What is a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks?
8.
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Which is a key requirement for a successful service level agreement?
Which is a key requirement for a successful service level agreement?
9.
Which service level metrics are BEST for measuring user experience?
10.
When should a change request be submitted to resolve a problem?