A. It is efficient, effective and economical for all IT services.

B. It has an intended purpose or a resultant action.

C. It focuses on creating a relationship between processes and products.

D. It has responsibility for creating policies.

A. A service level agreement (SLA.

B. A request for change (RFC.

C. The service portfolio

D. A service description

A. A function responsible for facilities management and building control systems

B. A function that provides hardware repair services for technology involved in the delivery of service to customers

C. Senior managers responsible for all staff within the technical support function

D. A function that includes providing technical expertise and overall management of the IT infrastructure

A. All of the above

B. 3 and 4 only

C. 2 and 4 only

D. 2 only

A. An agreement between the service provider and another part of the same organization

B. An agreement between the service provider and an external organization

C. A document that describes to a customer how services will be operated on a day-to-day basis

D. A document that describes business services to operational staff

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