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خذ اختبارات أخرى عبر الإنترنت
السؤال #1
How should an organization adopt continual improvement methods?
A. Use a new method for each improvement the organization handles
B. Select a few key methods for the types of improvement that the organization handles
C. Build the capability to use as many improvement methods as possible
D. Select a single method for all improvements that the organization handles
عرض الإجابة
اجابة صحيحة: C
السؤال #2
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
A. 3 and 4
B. 2 and 3
C. 1 and 4
D. 1 and 2
عرض الإجابة
اجابة صحيحة: D
السؤال #3
Identify the missing word(s) in the following sentence. The service desk should be the entry point and single point of contact for the [?] with all of its users.
A. Service consumer
B. Service provider
C. Customer
D. Supplier
عرض الإجابة
اجابة صحيحة: C
السؤال #4
Which is intended to help an organization adopt and adapt ITIL guidance?
A. The four dimensions of service
B. Practices
C. The service value chain
D. The guiding principles
عرض الإجابة
اجابة صحيحة: C
السؤال #5
Identify the missing word in the following sentence. A service is a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific [?] and risks.
A. information
B. utility
C. warranty
D. costs
عرض الإجابة
اجابة صحيحة: C
السؤال #6
Which are elements of the service value system?
A. Service provision, service consumption, service relationship management
B. Governance, service value chain, practices
C. Outcomes, utility, warranty
D. Customer value, stakeholder value, organization
عرض الإجابة
اجابة صحيحة: A
السؤال #7
What is recommended by the guiding principle ‘progress iteratively with feedback’?
A. A current state assessment that is carried out at the start of an improvement initiative
B. The identification of all interested parts at the start of an improvement initiative
C. An improvement initiative that is broken into a number of manageable sections
D. An assessment of how all the parts of an organization will affect an improvement initiative
عرض الإجابة
اجابة صحيحة: A
السؤال #8
Which statement about outcomes is CORRECT?
A. An outcome can be enabled by more than one output
B. Outcomes are how the service performs
C. An output can be enabled by one or more outcomes
D. An outcome is a tangible or intangible activity
عرض الإجابة
اجابة صحيحة: C
السؤال #9
Which practice is the responsibility of everyone in the organization?
A. Change control
B. Problem management
C. Service level management
D. Continual improvement
عرض الإجابة
اجابة صحيحة: A
السؤال #10
Which problem management activity ensures that a problem can be easily tracked and management information can be obtained?
A. Categorization
B. Detection
C. Prioritization
D. Escalation
عرض الإجابة
اجابة صحيحة: C
السؤال #11
Identify the missing word in the following sentence. The purpose of the service configuration management practice is to ensure that accurate and reliable information about the configuration of services, and the [?] that support them, is available when and where it is needed.
A. suppliers
B. assets
C. customers
D. CIs
عرض الإجابة
اجابة صحيحة: D
السؤال #12
Which is an important principle of communication in service operation?
A. Information should always be communicated
B. It has an intended purpose or a resultant action D18912E1457D5D1DDCBD40AB3BF70D5D
C. Meetings are always the best method of communication
D. It is stored in the configuration management system
عرض الإجابة
اجابة صحيحة: D
السؤال #13
Which describes a set of defined steps for implementing improvements?
A. The ‘improve’ value chain activity
B. The ‘continual improvement register’
C. The ‘continual improvement model’
D. The ‘engage’ value chain activity
عرض الإجابة
اجابة صحيحة: C
السؤال #14
What takes place in the “Did we get there?” step of the continual service improvement (CSI) approach?
A. An initial baseline assessment
B. The production of a detailed CSI plan
C. Verifying that improvement targets have been achieved
D. Understanding priorities for improvement
عرض الإجابة
اجابة صحيحة: D
السؤال #15
How should the workflow for a new service request be designed?
A. Use a single workflow for all types of service request
B. Leverage existing workflows whenever possible
C. Use different workflows for each type of service request
D. Avoid workflows for simple service requests
عرض الإجابة
اجابة صحيحة: A
السؤال #16
Which statement about the ‘continual improvement’ practice is CORRECT?
A. Continual improvement participation should be limited to a small dedicated team
B. It is the role of senior management to authorize improvement initiatives
C. Training should be provided to those involved in continual improvement
D. A single continual improvement register should be maintained by senior management
عرض الإجابة
اجابة صحيحة: C
السؤال #17
Which is part of service provision?
A. The management of resources configured to deliver the service
B. The management of resources needed to consume the service
C. The grouping of one or more services based on one or more products
D. The joint activities performed to ensure continual value co-creation
عرض الإجابة
اجابة صحيحة: B
السؤال #18
Which practice recommends using tools for collaboration and the automated matching of symptoms?
A. Problem management
B. Service level management
C. Incident management
D. Service request management
عرض الإجابة
اجابة صحيحة: D
السؤال #19
Which statement about known errors and problems is CORRECT?
A. Known error is the status assigned to a problem after it has been analysed
B. A known error is the cause of one or more problems
C. Known errors cause vulnerabilities, problems cause incidents
D. Known errors are managed by technical staff, problems are managed by service management staff
عرض الإجابة
اجابة صحيحة: B
السؤال #20
Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity assessments?
A. Incident management
B. Continual improvement
C. Service request management
D. Problem management
عرض الإجابة
اجابة صحيحة: B
السؤال #21
Which ITIL practice recommends performing service reviews to ensure that services continue to meet the needs of the organization?
A. Service desk
B. Service request management
C. Service level management
D. Service configuration management
عرض الإجابة
اجابة صحيحة: B
السؤال #22
Which guiding principle helps to ensure that better information is available for decision making?
A. Keep it simple and practical
B. Collaborate and promote visibility
C. Optimize and automate
D. Think and work holistically
عرض الإجابة
اجابة صحيحة: C
السؤال #23
Which service catalogue view is considered beneficial when constructing the relationship between services, SLAs, OLAs, and other underpinning agreements?
A. Service-based SLA view
B. Wholesale customer view
C. Retail customer view
D. Supporting services view
عرض الإجابة
اجابة صحيحة: D
السؤال #24
What is warranty?
A. Assurance that a product or service will meet agreed requirements
B. The amount of money spent on a specific activity or resource
C. The functionality offered by a product or service to meet a particular need
D. The perceived benefits, usefulness and importance of something
عرض الإجابة
اجابة صحيحة: B
السؤال #25
Which term describes the functionality offered by a service?
A. cost
B. Utility
C. Warranty
D. Risk
عرض الإجابة
اجابة صحيحة: D
السؤال #26
Which statement about outcomes is CORRECT?
A. Outcomes help service consumers achieve outputs
B. Outcomes are one or more services that fulfil the needs of a service consumer
C. Service providers help service consumers achieve outcomes
D. Helping service consumers achieve outcomes reduces service provider costs
عرض الإجابة
اجابة صحيحة: B
السؤال #27
What should all 'continual improvement' decisions be based on?
A. Accurate and carefully analysed data
B. Details of how services are measured
C. A recent maturity assessment
D. An up-to-date balanced scorecard
عرض الإجابة
اجابة صحيحة: A
السؤال #28
Which practice makes new services available for use?
A. Change enablement
B. Release management
C. Deployment management
D. IT asset management
عرض الإجابة
اجابة صحيحة: D
السؤال #29
Which of the following should IT service continuity strategy be based on? * 1. Design of the service metrics * 2. Business continuity strategy * 3. Business impact analysis (BIA) * 4. Risk assessment
A. 1, 2 and 4 only
B. 1, 2 and 3 only
C. 2, 3 and 4 only
D. 1, 3 and 4 only
عرض الإجابة
اجابة صحيحة: A
السؤال #30
Which practices are typically involved in the implementation of a problem resolution? * 1. Continual improvement * 2. Service request management * 3. Service level management * 4. Change control
A. 1 and 2
B. 1 and 4
C. 3 and 4
D. 2 and 3
عرض الإجابة
اجابة صحيحة: B
السؤال #31
Which ITIL practice has a purpose that includes reducing the likelihood of incidents?
A. Change control
B. Continual improvement
C. Problem management
D. Service desk
عرض الإجابة
اجابة صحيحة: C
السؤال #32
Which term is used to describe the prediction and control of income and expenditure within an organization?
A. Charging
B. Governance
C. Budgeting
D. Accounting
عرض الإجابة
اجابة صحيحة: A
السؤال #33
What do customer perceptions and business outcomes help to define?
A. The value of a service
B. Service metrics
C. The total cost of a service
D. Key performance indicators (KPIs)
عرض الإجابة
اجابة صحيحة: B
السؤال #34
Which dimension includes activities and workflows?
A. Value streams and processes
B. Partners and suppliers
C. Information and technology
D. Organizations and people
عرض الإجابة
اجابة صحيحة: D
السؤال #35
Which statement about outcomes is CORRECT?
A. An outcome can be enabled by more than one output
B. Outcomes are how the service performs
C. An output can be enabled by one or more outcomes
D. An outcome is a tangible or intangible activity
عرض الإجابة
اجابة صحيحة: B
السؤال #36
Which joint activity performed by a service provider and service consumer ensures continual value co-creation?
A. Service offering
B. Service provision
C. Service relationship management
D. Service consumption
عرض الإجابة
اجابة صحيحة: C
السؤال #37
Which guiding principle recommends standardizing and streamlining manual tasks?
A. Optimize and automate
B. Collaborate and promote visibility
C. Focus on value
D. Think and work holistically
عرض الإجابة
اجابة صحيحة: A
السؤال #38
Which describes a standard change?
A. A high-risk change that needs very thorough assessment
B. A change that is typically implemented as a service request
C. A change that must be implemented as soon as possible
D. A change that needs to be scheduled, assessed and authorized following a defined process
عرض الإجابة
اجابة صحيحة: B
السؤال #39
Which practice may involve the initiation of disaster recovery?
A. Incident management
B. Service request management
C. Service level management
D. IT asset management
عرض الإجابة
اجابة صحيحة: B
السؤال #40
Which skill is an essential part of the 'service level management' practice?
A. Problem analysis
B. Technical knowledge
C. Listening
D. Diagnosis
عرض الإجابة
اجابة صحيحة: D
السؤال #41
Which of the following is an example of incident?
A. A backup server is being rebooted while services are running on the primary server
B. An application is not available during the business hours
C. A user has requested access to a shared repository
D. A user wants to reset the password of a server
عرض الإجابة
اجابة صحيحة: C
السؤال #42
What is defined as any component that needs to be managed in order to deliver an IT service?
A. A service request
B. An IT asset
C. A configuration item (CI)
D. An incident
عرض الإجابة
اجابة صحيحة: C
السؤال #43
Which practice provides a single point of contact for users?
A. Incident management
B. Change control
C. Service desk
D. Service request management
عرض الإجابة
اجابة صحيحة: B
السؤال #44
How should the workflow for a new service request be designed?
A. Use a single workflow for all types of service request
B. Leverage existing workflows whenever possible
C. Use different workflows for each type of service request
D. Avoid workflows for simple service requests
عرض الإجابة
اجابة صحيحة: B
السؤال #45
Which is the CORRECT approach for managing a large improvement initiative as smaller iterations?
A. Each iteration should be designed before starting the initiative and implemented without feedback
B. Feedback should only be taken into account when one iteration fails to meet its objective
C. Feedback should be reduced for large improvements as it is unlikely that circumstances will change
D. Each iteration should be continually re-evaluated based on feedback
عرض الإجابة
اجابة صحيحة: C
السؤال #46
What is described by the service value system?
A. How to apply the systems approach of the guiding principle think and work holistically
B. Services based on one or more products, designed to address needs of a target consumer group
C. How all the components and activities of the organization work together as a system to enable value creation
D. Joint activities performed by a service provider and a service consumer to ensure continual value co-creation
عرض الإجابة
اجابة صحيحة: C
السؤال #47
What describes the steps needed to create and deliver a specific service to a consumer?
A. Service management
B. Practices
C. A value stream
D. Service level management
عرض الإجابة
اجابة صحيحة: A
السؤال #48
What defines the requirements for a service and takes responsibility for the outcomes of service consumption?
A. A customer
B. A user
C. A configuration item (CI)
D. An IT asset
عرض الإجابة
اجابة صحيحة: A
السؤال #49
Identify the missing word in the following sentence. The purpose of the supplier management practice is to ensure that the organization’s suppliers and their [?] are managed appropriately to support the seamless provision of quality products and services.
A. costs
B. users
C. value
D. performances
عرض الإجابة
اجابة صحيحة: D
السؤال #50
Which statement about change management is CORRECT?
A. It optimizes overall business risk
B. It optimizes financial exposure
C. It ensures that all changes are authorized by the change advisory board (CAB)
D. It ensures that service requests follow the normal change management process
عرض الإجابة
اجابة صحيحة: C
السؤال #51
Which is an external input to the service value chain?
A. The ‘improve’ value chain activity
B. An overall plan
C. Customer requirements
D. Feedback loops
عرض الإجابة
اجابة صحيحة: A
السؤال #52
Which statement about costs is CORRECT?
A. Costs removed from the consumer are part of service consumption
B. Costs imposed on the consumer are costs of service utility
C. Costs removed from the consumer are part of the value proposition
D. Costs imposed on the consumer are costs of service warranty
عرض الإجابة
اجابة صحيحة: C
السؤال #53
Which is a key consideration for the guiding principle 'keep it simple and practical'?
A. Try to create a solution for every exception
B. Start with a complex solution, then simplify
C. Understand how each element contributes to value creation
D. Ignore the conflicting objectives of different stakeholders
عرض الإجابة
اجابة صحيحة: B
السؤال #54
What are the MOST important skills required by service desk staff?
A. Incident analysis skills
B. Technical skills
C. Problem resolution skills
D. Supplier management skills
عرض الإجابة
اجابة صحيحة: C
السؤال #55
Which is an objective of the design coordination process?
A. To produce service design packages and ensure they are handed over to service transition
B. To assess and evaluate all changes and their impact on service designs
C. To document the initial structure and relationship between services and customers
D. To gather and document new service level requirements from the customer
عرض الإجابة
اجابة صحيحة: C
السؤال #56
What is the effect of increased automation on the 'service desk1 practice?
A. Increased ability to focus on fixing technology instead of supporting people
B. Greater ability to focus on customer experience when personal contact is needed
C. Elimination of the need to escalate incidents to support teams
D. Decrease in self-service incident logging and resolution
عرض الإجابة
اجابة صحيحة: B
السؤال #57
Which is a purpose of the 'engage' value chain activity?
A. Meeting expectations for quality, costs and time-to-market
B. Ensuring the continual improvement of services
C. Ensuring that the organization's vision is understood
D. Providing transparency and good relationships
عرض الإجابة
اجابة صحيحة: C
السؤال #58
What is a recommendation of the ‘focus on value’ guiding principle?
A. Make ‘focus on value’ a responsibility of the management
B. Focus on the value of new and significant projects first
C. Focus on value for the service provider first
D. Focus on value at every step of the improvement
عرض الإجابة
اجابة صحيحة: C
السؤال #59
What are the types of asset management?
A. IT asset management and software asset management
B. Operational and technical management
C. IT asset management and technical management
D. Operational management and IT asset management
عرض الإجابة
اجابة صحيحة: D
السؤال #60
Which of the following is an example of incident?
A. A backup server is being rebooted while services are running on the primary server
B. An application is not available during the business hours
C. A user has requested access to a shared repository
D. A user wants to reset the password of a server
عرض الإجابة
اجابة صحيحة: D
السؤال #61
What defines the requirements for a service and takes responsibility for the outcomes of service consumption?
A. A customer
B. A user
C. A configuration item (CI)
D. An IT asset
عرض الإجابة
اجابة صحيحة: B
السؤال #62
Which guiding principle helps to ensure that better information is available for decision making?
A. Keep it simple and practical
B. Collaborate and promote visibility
C. Optimize and automate
D. Think and work holistically
عرض الإجابة
اجابة صحيحة: A
السؤال #63
What should be used to set user expectations for request fulfilment times?
A. The consumer demand for the service
B. The time that the customer indicates for service delivery
C. The service levels of the supplier
D. The time needed to realistically deliver the service
عرض الإجابة
اجابة صحيحة: B
السؤال #64
Which is a purpose of the 'service desk' practice?
A. To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents
B. To capture demand for incident resolution and service requests
C. To set clear business-based targets for service performance
D. To maximize the number of successful IT changes by ensuring risks are properly assessed
عرض الإجابة
اجابة صحيحة: C
السؤال #65
Which value chain activity ensures the availability of service components?
A. Improve
B. Deliver and support
C. Engage
D. Obtain/build
عرض الإجابة
اجابة صحيحة: A
السؤال #66
How does customer engagement contribute to the 'service level management' practice? * 1.It captures information that metrics can be based on * 2.It ensures the organization meets defined service levels * 3.It defines the workflows for service requests * 4. It supports progress discussions
A. 1 and 4
B. 3 and 4
C. 2 and 3
D. 1 and 2
عرض الإجابة
اجابة صحيحة: A
السؤال #67
What takes place in the “Did we get there?” step of the continual service improvement (CSI) approach?
A. An initial baseline assessment
B. The production of a detailed CSI plan
C. Verifying that improvement targets have been achieved
D. Understanding priorities for improvement
عرض الإجابة
اجابة صحيحة: D
السؤال #68
How should an organization include third-party suppliers in the continual improvement of services?
A. Ensure suppliers include details of their approach to service improvement in contracts
B. Require evidence that the supplier uses agile development methods
C. Require evidence that the supplier implements all improvements using project management practices
D. Ensure that all supplier problem management activities result in improvements
عرض الإجابة
اجابة صحيحة: D
السؤال #69
Which statement BEST describes the value of service strategy to the business?
A. It allows higher volumes of successful change
B. It reduces unplanned costs through optimized handling of service outages
C. It reduces the duration and frequency of service outages
D. It enables the service provider to understand what levels of service will make their customers successful
عرض الإجابة
اجابة صحيحة: C
السؤال #70
Which statement about change authorization is CORRECT?
A. A change authority should be assigned to each type of change and change model
B. Centralizing change authorization to a single person is the most effective means of authorization
C. The authorization of normal changes should be expedited to ensure they can be implemented quickly
D. Standard changes are high risk and should be authorized by the highest level of change authority
عرض الإجابة
اجابة صحيحة: C
السؤال #71
Which is the purpose of the 'monitoring and event management' practice?
A. To ensure that accurate and reliable information about the configuration of services is available when and where it is needed
B. To systematically observe services and service components, and record and report selected changes of state
C. To protect the information needed by the organization to conduct its business
D. To minimize the negative impact of incidents by restoring normal service operation as quickly as possible
عرض الإجابة
اجابة صحيحة: B
السؤال #72
Which guiding principle recommends coordinating all dimensions of service management?
A. Start where you are
B. Think and work holistically
C. Keep it simple and practical
D. Progress iteratively with feedback
عرض الإجابة
اجابة صحيحة: B
السؤال #73
How should automation be implemented?
A. By initially concentrating on the most complex tasks
B. By optimizing as much as possible first
C. By replacing human intervention wherever possible
D. By replacing the existing tools first
عرض الإجابة
اجابة صحيحة: D
السؤال #74
Which describes a standard change?
A. A high-risk change that needs very thorough assessment
B. A change that is typically implemented as a service request
C. A change that must be implemented as soon as possible
D. A change that needs to be scheduled, assessed and authorized following a defined process
عرض الإجابة
اجابة صحيحة: B
السؤال #75
When should a full risk assessment and authorization be carried out for a standard change?
A. Each time the standard change is implemented
B. When the procedure for the standard change is created
C. At least once a year
D. When an emergency change is requested
عرض الإجابة
اجابة صحيحة: D
السؤال #76
Which term is used to describe the prediction and control of income and expenditure within an organization?
A. Charging
B. Governance
C. Budgeting
D. Accounting
عرض الإجابة
اجابة صحيحة: C
السؤال #77
A major incident has been closed, but there is a risk that it might happen again. How should this be logged and managed?
A. As an event
B. As a problem
C. As a service request
D. As a change request
عرض الإجابة
اجابة صحيحة: A
السؤال #78
What should be done for every problem?
A. It should have a workaround to reduce the impact
B. It should be prioritized based on its potential impact and probability
C. It should be resolved so that it can be closed
D. It should be diagnosed to identify possible solutions
عرض الإجابة
اجابة صحيحة: A
السؤال #79
Which statement about a ‘continual improvement register’ is CORRECT?
A. It should be managed at the senior level of the organization
B. It should be used to capture user demand
C. There should only be one for the whole organization
D. It should be re-prioritized as ideas are documented
عرض الإجابة
اجابة صحيحة: C
السؤال #80
What are the types of asset management?
A. IT asset management and software asset management
B. Operational and technical management
C. IT asset management and technical management
D. Operational management and IT asset management
عرض الإجابة
اجابة صحيحة: A
السؤال #81
Which guiding principle recommends organizing work into smaller, manageable sections that can be executed and completed in a timely manner?
A. Focus on value
B. Start where you are
C. Collaborate and promote visibility
D. Progress iteratively with feedback
عرض الإجابة
اجابة صحيحة: B
السؤال #82
What is a change schedule PRIMARILY used for?
A. To help plan, authorize and schedule emergency changes
B. To publish a list of service requests that users can select
C. To ensure that a single change authority reviews every change
D. To help plan changes, assist in communication and avoid conflicts
عرض الإجابة
اجابة صحيحة: B
السؤال #83
Which stakeholders co-create value in a service relationship?
A. Investor and consumer
B. Investor and supplier
C. Consumer and provider
D. Provider and supplier
عرض الإجابة
اجابة صحيحة: B
السؤال #84
What MAIN factors are considered to assess the priority of an incident?
A. The urgency and impact
B. The impact and complexity
C. The cost and urgency
D. The complexity and cost
عرض الإجابة
اجابة صحيحة: C
السؤال #85
Identify the missing words in the following sentence. The management of information security incidents usually requires [?].
A. Immediate escalation
B. Specialist teams
C. A separate process
D. Third party support
عرض الإجابة
اجابة صحيحة: A
السؤال #86
What type of change is pre-authorized, low risk, relatively common, and follows a procedure or work instruction?
A. A standard change
B. An emergency change
C. An internal change
D. A normal change
عرض الإجابة
اجابة صحيحة: C
السؤال #87
What are the three phases of 'problem management'?
A. Problem identification, problem control, error control
B. Problem analysis, error identification, incident resolution
C. Problem logging, problem classification, problem resolution
D. Incident management, problem management, change control
عرض الإجابة
اجابة صحيحة: A
السؤال #88
Which practice has a purpose that includes observing a service to report selected changes of state identified as events?
A. Incident management
B. Monitoring and event management
C. Change control
D. Information security management
عرض الإجابة
اجابة صحيحة: C
السؤال #89
Which guiding principle recommends using the minimum number of steps necessary to achieve an objective?
A. Progress iteratively with feedback
B. Think and work holistically
C. Keep it simple and practical
D. Focus on value
عرض الإجابة
اجابة صحيحة: B
السؤال #90
When should a change request be submitted to resolve a problem?
A. As soon as a solution for the problem has been identified
B. As soon as a workaround for the problem has been identified
C. As soon as the analysis of the frequency and impact of incidents justifies the change
D. As soon as the analysis of cost, risks and benefits justifies the change
عرض الإجابة
اجابة صحيحة: D
السؤال #91
Which is a key requirement for a successful service level agreement?
A. It should be written in legal language
B. It should be simply written and easy to understand
C. It should be based on the service provider’s view of the service
D. It should relate to simple operational metrics
عرض الإجابة
اجابة صحيحة: B
السؤال #92
What is an IT asset?
A. The removal of anything that could have a direct or indirect effect on services
B. Any component that needs to be managed in order to deliver a service
C. A request from a user that initiates a service action
D. Any financially valuable component that can contribute to delivery of an IT product or service
عرض الإجابة
اجابة صحيحة: A
السؤال #93
Which is the CORRECT of the ‘R’ role in a RACI matrix?
A. This role ensures that activities are executed correctly
B. This role has ownership of the end result
C. This role is involved in providing knowledge and input
D. This role ensures the flow of information to stakeholders
عرض الإجابة
اجابة صحيحة: B
السؤال #94
What do customer perceptions and business outcomes help to define?
A. The value of a service
B. Service metrics
C. The total cost of a service
D. Key performance indicators (KPIs)
عرض الإجابة
اجابة صحيحة: C

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