A. Service desk
B. Change enablement
C. Service level management
D. Incident management
A. Practices
B. Service value chain
C. Four dimensions of service management
D. Guiding principles
A. So customers and users are provided with timely updates
B. So users can resolve their own incidents with self-help
C. To escalate an incident to a supplier or partner
D. To resolve a complex or major incident
D. Monitoring and event management
A. Re-use
B. Consider
C. Improve
D. Discard
A. Problem
B. Event
C. Known error
D. Change
A. Communicate so that the audience will hear
B. Understand that fast does not mean incomplete
C. Adopt a practice which is easy to follow
D. Re-use nothing from the current state
A. Relationship managers
B. Customers
C. Developers
D. Suppliers
