A.Service requests that require simple workflows should be dealt with as incidents

B.Complex service requests should be dealt with as normal changes

C.Service requests are usually formalized using standard procedures for initiation, approval and fulfilment

D.Service requests require workflows that should use manual procedures and avoid automation

A.To capture demand for incident resolution and service requests

B.To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents

C.To maximize the number of successful IT changes by ensuring risks are properly assessed

D.To set clear business-based targets for service performance

A.Requesting required service actions

B.Authorizing budget for service consumption

C.Ensuring access to agreed resources

D.Receiving of the agreed goods

A.Service portfolio management

B.Service catalogue management

C.Availability management

D.Capacity management

A.An assessment of how all the parts of an organization will affect an improvement initiative

B.The identification of all interested parts at the start of an improvement initiative

C.An improvement initiative that is broken into a number of manageable sections

D.A current state assessment that is carried out at the start of an improvement initiative