A.Supplier management

B.Change management

C.Service catalogue management

D.Release and deployment management

A.IT operations control and facilities management

B.Facilities management and release management

C.Technical management and change management

D.Network management and application management

A.An unplanned interruption to service or a reduction in the quality of service

B.Any disruption to service whether planned or unplanned

C.An unplanned disruption of service unless there is a backup to that service

D.Any disruption to service that is reported to the service desk, regardless of whether the service is impacted or not

A.Customer, business and process

B.Process, technology and service

C.Business, service and technology

D.Technology, customer and business

A.A written agreement between a supplier and the IT customer(s), defining the key service targets and responsibilities of both parties

B.A partnership developed between the IT service provider and the customer, so that a mutually beneficial agreement is reached

C.An agreement between an IT service provider and another part of the same organization that assists with the provision of services

D.The key service targets and responsibilities of both parties that are used to hold each party accountable when disputes arise