A.Keep it simple and practical

B.Collaborate and promote visibility

C.Progress iteratively with feedback

D.Think and work holistically

A.Reducing the number and impact of incidents

B.Managing workarounds and known errors

C.Maximizing the number of successful changes

D.Restoring normal service as quickly as possible

A.Root cause analysis skills

B.Demonstration of emotional intelligence

C.Excellent technical knowledge

D.Knowledge of telephony technology

A.Using an agreement between the service provider and service supplier

B.Using bundled metrics to relate performance to outcomes

C.Using individual metrics that relate to the service catalogue

D.Using single-system-based metrics that relate to outputs

A.Continual improvement participation should be limited to a small dedicated team.

B.It is the role of senior management to authorize improvement initiatives.

C.Training should be provided to those involved in continual improvement.

D.A single continual improvement register should be maintained by senior management.