A. Change enablement
B. Service level management
C. Service request management
D. Incident management
A. An application change
B. A standard change
C. A normal change
D. An emergency change
A. Any change of state that has significance for the management of a service
B. Any component that needs to be managed to deliver a service
C. Any financially valuable component that contributes to a service
D. Any request from a user that is a normal part of service delivery
A. Change control
B. Problem management
A. A high-risk change that needs very thorough assessment
B. A change that needs to be scheduled, assessed and authorized following a defined process
C. A change that must be implemented as soon as possible
D. A change that is typically implemented as a service request
A. Service requests and their fulfillment should be carried out by service desk staff without automation
B. Service requests that cannot be automated should be handled as problems
C. Service requests that cannot be automated should be handled as incidents
D. Service requests and their fulfillment should be automated as much as possible
A. Think and work holistically
B. Start where you are
C. Focus on value
D. Keep it simple and practical
A. Availability management
B. Capacity management
C. Service catalogue management
D. Service portfolio management
A. To set clear business-based targets for service levels
B. To ensure accurate information about the configuration of services is available
C. To maximize the number of successful service and product changes
D. To ensure that suppliers and their performance are managed appropriately
A. They should be based on system-based metrics which are useful to the service provider
B. They should avoid ambiguous targets such as those relating to user experience
C. They should be written using language and terms which all parties will understand
D. They should be carried forward, unchanged, 'rom one year to the next to enable uunsisleni service
A. The amount of money spent on a specific activity or resource
B. The perceived benefits, usefulness and importance of something
C. The functionality offered by a product or service to meet a particular need
D. Assurance that a product or service will meet agreed requirements
A. Service desk
B. Continual improvement
C. Service level management
D. Relationship management
A. Providing information about deployed changes to help manage incidents and problems.
B. Tracking and managing improvement ideas from identification through to final action
C. Speeding up the planning and authorization of emergency changes
D. Providing a way to initiate normal changes
A. Problem
B. Event
C. Known error
D. Change
A. Level of formality
B. Contracts and agreements
C. Type of cooperation with suppliers
D. Corporate culture of the organization
B. Deployment management
C. Release management
D. IT asset management
