A.IT Operations Management

B.Technical Management

C.Service Desk

D.Applications Management

A.Management, control and prediction of the performance, utilization and capacity of individual elements of IT technology

B.Management, control and prediction of the end-to-end performance and capacity of the live, operational IT services

C.Future business requirements for IT services are quantified, designed, planned and implemented in a timely fashion

D.Review of all capacity supplier agreements and underpinning contracts with supplier management

A.Assess the availability of the appropriate support team.

B.Use an agreed classification which is based on the business impact of the incident.

C.Ask the user for their preferred resolution timeframe.

D.Create an order of incidents based on the dates and times when they were logged.

A.Access Management

B.Request Fulfillment

C.Incident Management

D.Change Management

A.Self-service tools

B.Incident management

C.Processes and procedures

D.Compliments and complaints