A.All improvement ideas should be logged in a single 'continual improvement register'

B.A single team should carry out 'continual improvement' across the organization

C.'Continual improvement' should have minimal interaction with other practices

D.Everyone in the organization is responsible for some aspects of 'continual improvement'

A.Service level management

B.Financial management

C.Incident management

D.Capacity management

A.Any detectable or discernible occurrence that has significance for the management of the IT infrastructure

B.The unknown cause of one or more incidents that have an impact on an IT service

C.An unplanned interruption to an IT service or a reduction in the quality of an IT service

D.Reducing or eliminating the cause of an incident or problem

A.To provide information to users about what services are available and how to request them

B.To update the service catalogue with services that may be requested through the service desk

C.To source and deliver the components of standard services that have been requested

D.To provide a channel for users to request and receive standard services

A.Categorization

B.Closure

C.Logging

D.Prioritization