A.Any change of state that has significance for the management of a service or other configuration item

B.The addition, modification, or removal of anything that could have a direct or indirect effect on services

C.Cause of one or more incidents

D.An unplanned interruption to a service or reduction in the quality of a service

A.Problems are not related to incidents.

B.Problem prioritization involves risk assessment.

C.Problem analysis should focus on one of the four dimensions to achieve a fast diagnosis.

D.Problems must be resolved quickly in order to restore normal business activity.

A.Using complex technical terminology in service level agreements (SLAs)

B.Creating targets based on the percentage of uptime of a service

C.Understanding the ongoing requirements of customers

D.Measuring low-level operational activities

A.Supplier management

B.Change enablement

C.Service level management

D.Service desk

A.Service agreement

B.Service requirement

C.Service provision

D.Service consumption