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ITIL v4: Why is a change schedule used?

To help plan emergency changes To help authorize standard changes To help assign a change authority To avoid change conflicts To avoid change conflicts The change schedule is used to help plan changes, assist in communication, avoid conflicts, and assign resources.
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ITIL v4: What impact does automation have on a service desk?

Less low-level work and a greater ability to focus on user experience Increased phone contact and a reduced ability to focus on user experience Ability to work from multiple, geographically dispersed locations Ability to work from a single centralized location Less low-level work and a...
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ITIL v4: Why are the ITIL guiding principles used?

To help an organization make good decisions To direct and control an organization To identify activities that an organization must perform in order to deliver a valuable service To ensure that an organization’s performance continually meets stakeholders’ expectations To help an organization make good decisions...
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ITIL v4: How should automation be implemented?

By replacing human intervention wherever possible By replacing the existing tools By initially concentrating on the most complex tasks By optimizing as much as possible By optimizing as much as possible Optimization means to make something as effective and useful as it needs to be....
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ITIL v4: Identify the missing word in the following sentence.

The use of _____ should support, not replace, what is observed when using the start where you are guiding principle. Measurement Tools Plans Process Measurement The use of measurement is important to this principle. It should, however, be used to support the analysis of what...
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ITIL v4: How should the workflow for a new service request be designed?

Use a single workflow for all types of service request Use different workflows for each type of service request Avoid workflows for simple service requests Leverage existing workflows whenever possible Leverage existing workflows whenever possible Different types of service requests will have different fulfilment workflows,...
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