A.process

B.plans

C.measurement

D.tools

A.A result enabled by one or more outputs

B.A service interruption resolved by the use of self-help tools

C.The planned removal of an item that might affect a service

D.A possible future event that could cause harm

A.After the problem has been analyzed

B.After the problem has been logged

C.After the problem has been prioritized

D.After the problem has been resolved

A.Details of how services are measured

B.An up-to-date balanced scorecard

C.Accurate and carefully analysed data

D.A recent maturity assessment

A.Deciding how degradations of service are resolved

B.Deciding how to handle service requests where the steps are unknown

C.Deciding when workarounds should be used

D.Deciding which service requests require approval