A. Change fulfilment

B. Incident management

C. Request fulfilment

D. Event management

A. Naming and numbering conventions

B. Entry and exit criteria of the release into testing

C. Roles and responsibilities for the release

D. The risk register for the release

A. The provision of IT services or business services by a service provider

B. The provision of goods and services by third party suppliers

C. Service levels that have been agreed between the internal service provider and their customer

D. Metrics and critical success factors (CSFs) for internal support teams

A. Service reporting intervals must be defined and agreed with the customers

B. Reporting intervals should be set by the service provider

C. Reports should be produced weekly

D. Service reporting intervals must be the same for all services

A. Wisdom - Information - Data - Knowledge

B. Data - Information - Knowledge - Wisdom

C. Knowledge - Wisdom - Information - Data

D. Information - Data - Knowledge - Wisdom

A. Processes

B. Functions

C. Roles

D. Technicians