A. Functions and Processes

B. Markets and Customers

C. Applications and Infrastructure

D. People, products and technology

A. Incidents can only be reported by users

B. Incidents can be reported by anyone who detects a disruption or potential disruption to normal service

C. All calls to the service desk must be logged as incidents

D. Incidents reported by technical staff must also be logged as problems

A. Supplier management and service level management

B. Supplier management and change management

C. Availability management and service level management

D. Supplier management and availability management

A. Measurements that match the customer's perception of the service

B. Clear, concise, unambiguous wording in the Service Level Agreements(SLAs)

C. Inclusion of items in the SLA that cannot be effectively measured

D. Involving customers in drafting Service Level Requirements

A. A type of Incident

B. A warning that a threshold has been reached or that something has changed

C. An error message to the user of an application

D. An audit report that indicates areas where IT is not performing according to agreed procedures

A. The results specific to the clauses in a service level agreement (SLA)

B. The result of carrying out an activity, following a process or delivering an IT service

C. All the accumulated knowledge of the service provider

D. All incidents reported to the service desk