A. Target resolution times

B. Escalating all incidents to support teams

C. Collaboration between teams

D. Detailed procedural steps for incident investigation

A. Organizations and people

B. Information and technology

C. Partners and suppliers

D. Value streams and processes

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

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

A. Keep it simple and practical

B. Collaborate and promote visibility

C. Optimize and automate

D. Think and work holistically

A. Service requests are usually normal changes that can be implemented quickly without authorization

B. Emergency changes are changes that must be fully tested and fully documented prior to implementation

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

D. Emergency changes are changes that must be implemented as soon as possible and therefore authorization is expedited