A.Ensuring the continual improvement of services

B.Ensuring that the organization's vision is understood

C.Meeting expectations for quality, costs and time-to-market

D.Providing transparency and good relationships

A.A service request

B.A change

C.A problem

D.An event

A.Creating new workflows for every service request

B.Separating requests relating to service failures from the degradation of services

C.Eliminating service requests which have complex workflows

D.Understanding which service requests can be accomplished with limited approvals

A.Design and transition

B.Plan

C.Deliver and support

D.Obtain/build

A.It should be based on the service provider's view of the service

B.It should be written in legal language

C.It should be simply written and easy to understand

D.It should relate to simple operational metrics