A.The result of carrying out an activity, following a process or delivering an IT service

B.All incidents reported to the service desk

C.All the accumulated knowledge of the service provider

D.The results specific to the clauses in a service level agreement (SLA)

A.The ServiceDesk Manager

B.The Request Fulfillment Process Owner

C.The Service Manager

D.The Request Fulfillment Process Manager

A.An agreement with an individual customer group, covering all the services that they use

B.An agreement that covers one service for a single customer

C.An agreement that covers service specific issues in a multi-level SLA structure

D.An agreement that covers one service for all customers of that service

A.A collection of information used to describe a hardware or software item

B.An item of hardware or software registered in the asset database

C.Information recorded by the Service Desk when an Incident is reported

D.An asset, service component or other item that is, or will be, under the control of Configuration Management

A.Incident management, problem management, service desk, request fulfillment, and event management

B.Event management, incident management, change management, and accessmanagement

C.Event management, incident management, problem management, request fulfillment, and access management

D.Incident management, service desk, request fulfillment, access management, and event management