A. It allows higher volumes of successful change

B. It reduces unplanned costs through optimized handling of service outages

C. It reduces the duration and frequency of service outages

D. It enables the service provider to understand what levels of service will make their customers successful

A. measured

B. rewarded

C. managed

D. defined

A. Self-service tools

B. Compliments and complaints

C. Processes and procedures

D. Incident management

A. To obtain/build activity that ensures the service components are available when and where they are needed and meet agreed specifications.

B. To ensure that all current and planned IT services are delivered to agreed achievable targets.

C. To establish and nurture the links between the organization and its stakeholders at strategic and tactical levels.

D. To track and manage improvement ideas from identification to final action, organizations use a database or structured document called a continual improvement register (CIR).

A. Process metrics can be used to measure end-to-end service performance

B. Technology metrics can be used to measure component performance and availability

C. Process metrics can be used to measure the utilization of a supplier’s network

D. Technology metrics can be used to determine the overall health of a process

A. The role that defines the requirements for a service

B. A means of enabling value co-creation

C. The role that authorizes budget for service consumption

D. A set of specialized organizational capabilities for enabling value