A. Organizations and people

B. Information and technology

C. Partners and suppliers

D. Value streams and processes

A. To minimize the negative impact of incidents by restoring normal service operation as quickly as possible

B. To capture demand for incident resolution and service requests

C. To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents

D. To support the agreed service quality by effective handling of all agreed user-initiated service requests

A. Creating targets based on the percentage of uptime of a service

B. Understanding the ongoing requirements of customers

C. Using complex technical terminology in service level agreements (SLAs)

D. Measuring low-level operational activities

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

A. Single system-based metrics

B. Metrics for the percentage of uptime of a service

C. Operational metrics

D. Metrics linked to defined outcomes

A. Using individual metrics that relate to the service catalogue

B. Using bundled metrics to relate performance to outcomes

C. Using single-system-based metrics that relate to outputs

D. Using an agreement between the service provider and service supplier