A.A workaround

B.A known error

C.An incident

D.A risk

A.To capture information about service issues and performance against agreed goals

B.To collect information about service consumer goals and objectives

C.To ensure that agreements are written simply and are easy to understand

D.To ensure continual improvement of services, so that they meet the evolving needs of service consumers

A.Optimize and automate

B.Focus on value

C.Collaborate and promote visibility

D.Think and work holistically

A.Incident management

B.Service configuration management

C.Problem management

D.Monitoring and event management

A.A recent maturity assessment

B.An up-to-date balanced scorecard

C.Details of how services are measured

D.Accurate and carefully analysed data