A. Management, control and prediction of the performance, utilization and capacity of individualelements of IT technology

B. Review of all capacity supplier agreements and underpinning contracts with supplier management

C. Management, control and prediction of the end-to-end performance and capacity of the live,operational IT services

D. Future business requirements for IT services are quantified, designed, planned and implemented in atimely fashion

A. Review and analyze Service Level Achievement results

B. Identify activities to improve the efficiency of service management processes

C. Improve the cost effectiveness of IT services without sacrificing customer satisfaction

D. Conduct activities to deliver and manage services at agreed levels to business users

A. One which directly supports the business processes of customers

B. A service that cannot be allowed to fail

C. One which is not covered by a service level agreement

D. A service not directly used by the business

A. Service level management

B. Problem management

C. Change management

D. Event management

A. A set of specialized organizational capabilities for providing value to customers in the form of services

B. A group of interrelated, interacting or independent components that form a unified whole, operating together for a common purpose

C. The management of functions within an organization to perform certain activities

D. Units of organizations with roles to perform certain activities

A. Prioritizing conflicts for service transition resources

B. Coordinating the efforts required to manage multiple simultaneous transitions

C. Maintaining policies, standards and models for service transition activities andprocesses

D. Detailed planning of the build and test of individual changes