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Which practice coordinates the classification, ownership and communication of service requests and incidents?
Which ITIL guiding principle recommends using existing services, processes and tools when improving services?
Which statement about the 'continual improvement' practice is CORRECT?
What aspect of 'service level management' asks service consumers what their work involves and how technology helps them?
Which is a result of applying the guiding principle 'progress iteratively with feedback'?
What is MOST LIKELY to be handled as a service request?
Which describes a CORRECT approach to change authorization?
Which joint activity performed by a service provider and service consumer ensures continual value co-creation?
Which competencies are required by the 'service level management' practice?
Which TWO statements about the 'service request management' practice are CORRECT? 1. Service requests are part of normal service delivery 2. Complaints can be handled as service requests 3. Service requests result from a failure in service 4. Normal changes should be handled as service requests

Question 421 - ITILFND-V4 discussion

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Which practices is MOST associate with the use of empathy to understand users?

A.
Service desk
Answers
A.
Service desk
B.
Continual improvement
Answers
B.
Continual improvement
C.
Service level management
Answers
C.
Service level management
D.
Change enablement
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D.
Change enablement
Suggested answer: A
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asked 18/09/2024
Beatriz Mejia
42 questions
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