A.Costs removed from the consumer are part of service consumption

B.Costs imposed on the consumer are costs of service utility

C.Costs removed from the consumer are part of the value proposition

D.Costs imposed on the consumer are costs of service warranty

A.Diagnosis

B.Listening

C.Technical knowledge

D.Problem analysis

A.change that is typically implemented as a service request

B.change that needs to be scheduled, assessed and authorized following a defined process

C.change that must be implemented as soon as possible

D.high-risk change that needs very thorough assessment

A.Keep it simple and practical

B.Progress iteratively with feedback

C.Think and work holistically

D.Start where you are

A.Customer feedback

B.Customer engagement

C.Operational metrics

D.Business metrics