A.Key performance indicators (KPIs)

B.The total cost of a service

C.Service metrics

D.The value of a service

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

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

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

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

A.The required skills and competencies of teams and individual members of the organization

B.The information created, managed and used in the course of service provision and consumption

C.The activities, workflows, controls and procedures needed to achieve the agreed objectives

D.The level of integration and formality involved in the relationships between organizations

A.Service request management

B.Change enablement

C.Service level management

D.Problem management

A.Optimize and automate

B.Think and work holistically

C.Keep it simple and practical

D.Collaborate and promote visibility