A.Corporate governance and policy

B.Risk analysis and management approach

C.Management policy for business case creation

D.Management information systems and tools

A.Identifying the cause of unplanned interruptions to service

B.Handling compliments and complaints from users to identify improvements

C.Prioritizing and creating business cases for improvement initiatives

D.Improving relationships with and between stakeholders

A.The service desk should remain isolated from technical support teams

B.The service desk should work in close collaboration with support and development teams

C.The service desk should rely on self-service portals instead of escalation to support teams

D.The service desk should escalate all technical issues to support and development teams

A.Optimize and automate

B.Focus on value

C.Keep it simple and practical

D.Progress iteratively with feedback

A.The ability to discover and respond to failure earlier

B.Understanding the customer's perception of value

C.Understanding the current state and identifying what can be reused

D.Standardization of practices and services