A. RACI model

B. Incident model

C. Continual service improvement (CSI) model

D. The Deming Cycle

A. An error message to the user of an application

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

C. A type of Incident

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

A. An SLA is legally binding, an OLA is a best efforts agreement

B. An SLA defines the service to be provided, an OLA defines internal support needed to deliver the service

C. An SLA defines Service Level Requirements, an OLA defines Service Level Targets

D. An SLA is with an external customer, an OLA is with an internal customer

A. The output from a process has to conform to operational norms derived from business objectives

B. The objective of any IT process should be expressed in terms of business benefits and goals

C. A process may define policies, standards and guidelines

D. The definition of Process Control is "The activity of planning and regulating a process, with the objective of achieving Best Practice"

A. Service strategy

B. Service transition planning and support

C. Service level management

D. Change management

A. People, process, partners, performance

B. Performance, process, products, problems

C. People, process, products, partners

D. People, products, perspective, partners