A.A separate process

B.Specialist teams

C.Immediate escalation

D.Third party support

A.Unique reference number, escalation activity, incident priority

B.Escalation activity, closure category, resolution date and time

C.Closure category, description of symptoms, resolution date and time

D.Unique reference number, incident priority, description of symptoms

A.3 and 4

B.1 and 2

C.2 and 4

D.1 and 3

A.To make new or changed services available for use

B.To move new or changed components to live environments

C.To ensure services achieve agreed and expected performance

D.To set clear business-based targets for service performance

A.IT asset management

B.Change control

C.Service request management

D.Service desk