A.Service level management

B.Incident management

C.Change management

D.Service asset and configuration management

A.Customers, users and suppliers are examples of stakeholders who are can be external to the service provider organization

B.Internal customers are always charged for the IT services they receive from the IT service providerorganization

C.Internal customers purchase services from third party suppliers by means of a legally binding contract or agreement

D.External customers are those who work for the same organization as the IT service provider

A.Trending of historical incident records to identify one or more underlying causes

B.Automated detection of an infrastructure or application fault, using event/alert tools automatically toraise an incident

C.Suspicion or detection of a cause of one or more incidents by the service desk

D.Analysis of an incident by a technical support group which reveals that an underlying problem exists, or is likely to exist

A.The Service Level Manager

B.The ISO27001 Standard

C.The Business

D.The IT Executive

A.Service value chain

B.Practices

C.Guiding principles

D.Four dimensions of service management