A. Any request for change (RFC.submitted to change management

B. An authorised change submitted to release and deployment

C. An RFC that must be implemented as soon as possible

D. A justification for a change with significant cost or risk

A. Event management, incident management, problem management, request fulfilment, and access management

B. Event management, incident management, change management, and access management

C. Incident management, problem management, service desk, request fulfilment, and event management

D. Incident management, service desk, request fulfilment, access management, and event management

A. Knowledge management

B. Release and deployment management

C. Service asset and configuration management

D. Service level management

A. Internal Service

B. External Service

C. Mission Critical service

D. Organizational service.

A. An unplanned disruption of service unless there is a backup to that service

B. An unplanned interruption to service or a reduction in the quality of service

C. Any disruption to service whether planned or unplanned

D. Any disruption to service that is reported to the service desk, regardless of whether the service is impacted or not

A. External services are provided to business units in the same organisation

B. Internal services are provided by suppliers to the internal IT department

C. External services are delivered to external customers

D. Internal services are delivered to external customers