A.Using technology for standard tasks to give people time for complex activities

B.Assessing which procedures can be re-used when improving a service

C.Eliminating metrics which do not contribute to achieving an objective

D.Understanding the methods applicable to complex systems

A.A request to resolve an error in a service

B.A request to provide a laptop

C.A request to change a target in a service level agreement

D.A request to implement a security patch

A.Ability to work from multiple locations, geographically dispersed

B.Increased phone contact and a reduced ability to focus on user experience

C.Less low level work and a greater ability to focus on user experience

D.Ability to work from a single centralised location

A.Understanding the business mission

B.Performing baseline assessments

C.Executing improvement actions

D.Defining the improvement plan

A.An outcome can be enabled by more than one output

B.Outcomes are how the service performs

C.An outcome is a tangible or intangible activity

D.An output can be enabled by one or more outcomes