A. Overprocessing

B. Inventory

C. Overdelivering

D. Overproduction

A. To react to service issues, inquiries and requests from the consumer

B. To address activities and supporting outcomes that relate to the design of a product or service

C. To ensure the product or service is available for consumption

D. To take the service blueprint and perform build, test and implement activities under change control

A. Generate short-term wins

B. Build a guiding coalition

C. Institute change

D. Create a sense of urgency

A. RPA increases the quality of the produced products as it automates tasks.

B. RPA helps in enabling employees to perform more complex tasks.

C. RPA automates tasks and therefore will always reduce headcount.

D. RPA is a manufacturing technique which cannot be used effectively in service management.

A. To define risk criteria and the risk appetite of an organization

B. To ensure an organization's architecture is appropriate

C. To ensure that the product or service meets the requirements set

D. To ensure that the organization's requirements are in line with its strategy