A.A functional escalation

B.A hierarchic escalation

C.A service level escalation

D.An incident resolution

A.External services are delivered to external customers

B.Internal services are delivered to external customers

C.Internal services are provided by suppliers to the internal IT department

D.External services are provided to business units in the same organisation

A.Performance, process, products, problems

B.People, process, partners, performance

C.People, products, perspective, partners

D.People, process, products, partners

A.Service level management

B.Service asset and configuration management

C.Knowledge management

D.Release and deployment management

A.Service strategy

B.Service operation

C.Continual service improvement

D.Service transition