A.Service level management

B.Continual improvement

C.Incident management

D.Change enablement

A.A single SLA defines target service levels for multiple customer, so every customer sees reports about other customers' experiences.

B.The metrics in an SLA are focused on internal measures, so that reports show everything is good, while the customer is not satisfied.

C.SLA targets change very frequently, so that each report includes new measures and trends cannot be analyzed.

D.Introducing SLAs for a service enables customer to see that the service provider is doing a really good job, so this improves satisfaction.

A.Requesting information about how to create a document

B.Requesting a workaround for an issue

C.Requesting investigation of a degraded service

D.Requesting an enhancement to an application

A.The service value chain

B.The four dimensions of service management

C.The seven guiding principles

D.The service value system

A.Service request management

B.Service configuration management

C.Deployment management

D.Change enablement