A.Escalating incidents to a support team for resolution

B.Diagnosing and resolving incidents

C.Trend analysis of incident records

D.Creating incident records

A.By managing staff availability

B.By paying for the service

C.By communicating constraints

D.By managing server hardware

A.Opportunity, demand and value

B.Service level agreements

C.Inputs, outputs and triggers

D.Service desk

A.To minimize the negative impact of incidents by restoring normal service operation as quickly as possible

B.To establish and nurture the links between the organization and its stakeholders at strategic and tactical levels

C.To be the entry point and single point of contact for the service provider with all of its users

D.To support the agreed quality of a service by handling all pre-defined, user-initiated service requests

A.Change enablement

B.Continual improvement

C.Service request management

D.Incident management