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Which is a financially valuable component that can contribute to the delivery of a service?
A. Service offering
B. Sponsor
C. Configuration item
D. IT asset
Answer: D

Which component is focused on the activities need ed by an organization to help it co-create value?
A. Practices
B. Continual improvement
C. Service value chain
D. Guiding principles
Answer: C

Which is the MOST LIKELY way of resolving major incidents?
A. A support team following detailed procedures for investigating the incident
B. Users establishing a resolution using self-help
C. A temporary teamworking together to identify a resolution
D. The service desk identifying the cause and a resolution
Answer: C

Why and how is a user MOST LIKELY to contact the service desk?
A. To discuss the cause of an incident via a phone call
B. To request access to a resource via a self service portal
C. To authorize an emergency change via live chat
D. To report a problem using a mobile app
Answer: A

What is included in the purpose of the IT asset management' practice?
A. Making new and changed assets available for use
B. Supporting decision-making about purchase, re-use, retirement, and disposal of assets
C. Providing information on how assets are configured and the relationships between them
D. Moving assets to live or other environments for testing or staging
Answer: B

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