A.Technical and Service

B.Proactive and Reactive

C.Resource and Proactive

D.Reactive and Technical

A.Balanced scorecard review

B.A variety of access channels

C.Automated pipelines

D.Collaboration tools and techniques

A.It is a supporting service delivered between functions of the IT service provider

B.It is a service delivered to the terms of a contract which enables a customer to achieve business outcomes

C.It is a service delivered between departments or business units in the same organization

D.It is any customer-facing service delivered by an outsourced provider

A.Quick wins

B.Rapid, one-off improvement

C.Return on investment within 12 months

D.Steady, ongoing improvement

A.The part of the business process that is critical to providing the service

B.How quickly a service or component can be restored to normal working order

C.The ability of a third-party supplier to meet the terms of its contract

D.How long a service or component can perform its agreed function without failure