Which practice identifies metrics that reflect the customer's experience of a service?

Effective Service Transition can significantly improve a service provider's ability to handle high volumes of what?

In which situation will incident management USUALLY use a separate process?

Access management is responsible for implementing policies defined in which process?

Which of the following would commonly be in a contract underpinning an IT service?
1) Marketing information 2) Contract description and scope 3) Responsibilities and dependencies