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NEW QUESTION 21

Which joint activity performed by a service provider and service consumer ensures continual value co-creation?

  • A. Service provision
  • B. Service relationship management
  • C. Service offering
  • D. Service consumption

Answer: B

NEW QUESTION 22

Which activity is NOT recommended by the start where you are' guiding principle?

  • A. Involving people who are not familiar with a service when observing and assessing its activities
  • B. Applying risk management when considering to introduce new processes
  • C. Using source data to avoid any unintentional data distortion found in reports
  • D. Discarding existing processes before assessing their usefulness

Answer: D

Explanation:

Don't start from scratch and build something new without considering what you already have. It's almost always better to improve what you currently have than to throw it all away and start again, although you must also be able to recognise when a complete replacement is, in fact, needed.

Not only is this approach less wasteful than starting from scratch - because it preserves value that you already have - but it also helps you to keep your people on board. They're much more likely to support the changes you need if their previous contributions have been appropriately valued.

Don't rely on metrics and reports to tell you what the current situation is. When you carry out an assessment you should observe what is happening for yourself, and just use the metrics to support your observations.

https://www.sysaid.com/blog/itil/the-7-guiding-principles-of-itil-4-practical-advice-to-help-you-make-decisions

NEW QUESTION 23

Which guiding principle recommends consideration of the four dimensions in order to make something as effective and as useful as it needs to be?

  • A. Optimize and automate
  • B. Start where you are
  • C. Focus on value
  • D. Think and work holisocally

Answer: A

NEW QUESTION 24

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