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

A. To support the ‘incident management’ practice and improvement planning

B. To manage emergency changes

C. To plan changes and help avoid conflicts

D. To manage standard changes

A. Keep it simple and practical

B. Optimize and automate

C. Progress iteratively with feedback

D. Focus on value

A. Creating incident records

B. Diagnosing and resolving incidents

C. Escalating incidents to a support team for resolution

D. Trend analysis of incident records

A. Standard changes are those that need to be scheduled, assessed and authorized following a standard process

B. Normal changes are triggered by the creation of a change request which can be created manually or automated

C. Assessment and authorization of normal changes should be expedited to ensure they can be implemented quickly

D. There should be a separate change authority for standard changes which includes senior managers who understand the risks involved

A. It is performed by customers using a mix of IT systems, services and processes

B. It is performed by IT service providers using a mix of suppliers and their products

C. It is performed by the service desk using a mix of people, process and technology

D. It is performed by IT service providers using a mix of people, process and technology