A.Start where you are

B.Progress interactively with feedback

C.Keep it simple and practical

D.Focus on value

A.Service providers are able to respond more quickly to customer needs

B.The service provider gains a better understanding of the customer experience.

C.Bottlenecks in the service provider's workflow are identified.

D.The complexities of the service provider's IT systems are identified.

A.Services based on one or more products, designed to address needs of a target consumer group

B.How to apply the systems approach of the guiding principle think and work holistically

C.Joint activities performed by a service provider and a service consumer to ensure continual value
co-creation

D.How all the components and activities of the organization work together as a system to enable value
creation

A.A cause, or potential cause, of one or more incidents

B.Any change of state that has significance for the management of a configuration item (CI)

C.An incident for which a full resolution is not yet available

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

A.Service desk

B.Change control

C.Incident management

D.Problem management