A. The service portfolio includes all services except those managed by third parties

B. It is an integral part of the service catalogue

C. It allows the organization unlimited resources when planning for new service deployments

D. It represents all resources presently engaged or being released in various stages of the service lifecycle

A. Incidents must only be logged if a resolution is not immediately available

B. Only incidents reported to the service desk can be logged

C. All incidents must be fully logged

D. The service desk decide which incidents to log

A. The ECAB considers every high priority request for change

B. Amongst the duties of the ECAB is the review of completed emergency changes

C. The ECAB will be used for emergency changes where there may not be time to call a full CAB

D. The ECAB will be chaired by the IT director

A. The service level agreement (SLA)

B. The problem record

C. The availability management information system

D. The IT service continuity plan

A. Continual service improvement

B. Change management

C. Service level management

D. Availability management

A. To efficiently respond to requests for granting access to services.

B. To defect changes of state that have significance for management of an IT service.

C. To assist with general information, complains or comments.

D. To minimize the impact of incidents that cannot be prevented.