What is defined as an unplanned interruption or reduction in the quality of a service?

Which dimension considers how knowledge assets should be protected?

Which is a risk that might be removed from a service consumer by an IT service?

Which guiding principle recommends eliminating activities that do not contribute to the creation of value?

Which TWO statements about the 'service request management' practice are CORRECT?
1. Service requests are part of normal service delivery
2. Complaints can be handled as service requests
3. Service requests result from a failure in service
4. Normal changes should be handled as service requests