A.Discarding existing processes before assessing their usefulness

B.Using source data to avoid any unintentional data distortion round in reports

C.Applying risk management when considering to introduce new processes

D.Involving people who are not familiar with a service when observing and assessing its activities

A.Incident management

B.Service request management

C.Service level management

D.Problem management

A.Problem analyst

B.Service desk agent

C.Change authority

D.Service level manager

A.Service requests that cannot be automated should be handled as problems

B.Service requests that cannot be automated should be handled as incidents

C.Service requests and their fulfilment should be automated as much as possible

D.Service requests and their fulfilment should be carried out by service desk staff without automation

A.Problem management

B.Change enablement

C.Service level management

D.Service desk