1.Which activity contributes to the 'where are we now?' step of the 'continual improvement' model?

Correct! Wrong!

2. Which describes a 'change authority'?

Correct! Wrong!

3. Which is NOT a component of the service value system?

Correct! Wrong!

4. Which dimension considers data security and privacy?

Correct! Wrong!

5. Which statement about outputs is CORRECT?

Correct! Wrong!

6. Which practice has a strong influence on the user experience and perception of the service provider?

Correct! Wrong!

7. Which statement about service relationship management is CORRECT?

Correct! Wrong!

What is the MOST important reason for prioritizing incidents?

Correct! Wrong!

Which 'service level management' activity helps staff to deliver a more business-focused service?

Correct! Wrong!

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