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What is a set of specialized organizational capabilities for enabling value for customers in the form of services?
Which service management dimension is focused on activities and how these are coordinated?
Which describes an unresolved problem which has been already analysed?
Which practice recommends the use of event-based surveys to gather feedback from customers?
What is a definition of a service improvement plan (SIP)?
When should a change request be submitted to resolve a problem?
Which practice uses technologies such as intelligent telephony systems, a knowledge base and monitoring tools?
What is a problem?
What type of change is often used for resolving incidents or implementing security patches?
What are the ITIL guiding principles used for?
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