A.A change that must be implemented as soon as possible

B.A change that needs to be scheduled, assessed and authorized following a defined process

C.A high-risk change that needs very thorough assessment

D.A change that is typically implemented as a service request

A.It is stored in the configuration management system

B.It has an intended purpose or a resultant action
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C.Meetings are always the best method of communication

D.Information should always be communicated

A.Focus on value for the service provider first

B.Focus on the value of new and significant projects first

C.Focus on value at every step of the improvement

D.Make 'focus on value' a responsibility of the management

A.Incidents can only be reported by users, since they are the only people who know when a service has been disrupted

B.Incidents reported by technical staff must be logged as Problems because technical staff manage infrastructure devices not services

C.Incidents can be reported by anyone who detects a disruption or potential disruption to normal service. This includes technical staff

D.All calls to the Service Desk must be logged as Incidents to assist in reporting Service Desk activity

A.The sourcing and delivering of the components of requested standard services (e.g. licenses and software media)

B.Provision of information to users and customers about the availability of services and the procedure for obtaining them

C.Provision of a channel for users to request and receive standard services for which a predefined approval and qualification process exists

D.Provision of information used to compare actual performance against design standards