A.Less low level work and a greater ability to focus on user experience

B.Increased phone contact and a reduced ability to focus on user experience

C.Ability to work from multiple locations, geographically dispersed

D.Ability to work from a single centralised location

A.Changes to products and services

B.Changes to skills and competencies

C.Changes to service levels

D.Changes to organizational structure

A.Service design

B.Service configuration

C.Service transition

D.Service operation

A.Service requests require workflows that should use manual procedures and avoid automation

B.Service requests are usually formalized using standard procedures for initiation, approval and fulfilment

C.Service requests that require simple workflows should be dealt with as incidents

D.Complex service requests should be dealt with as normal changes

A.Change control

B.Continual improvement

C.Problem management

D.Service desk