A.Communication systems and knowledge bases

B.Security and compliance

C.Workflow management and inventory systems

D.Roles and responsibilities

A.To align the organization's practices and services with changing business needs

B.To establish and nurture the links between the organization and its stakeholders

C.To support the agreed quality of a service handling all agreed, userinitiated service requests

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

A.They are deliverables provided to service consumers.

B.They allow service consumers to achieve a desired result.

C.They provide products to service providers based on outputs.

D.The co-create value for service providers by reducing costs and risks.

A.Process owner, policy and objectives

B.Work instructions, procedures and roles

C.Resources, capabilities and metrics

D.Inputs, outputs and triggers

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

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

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

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