A.An organization should always use an approach that combines Lean, Agile and DevOps methodologies

B.An organization should always use a strength, weakness, opportunity and threat (SWOT) analysis

C.An organization should always develop competencies in methodologies and techniques that will meet
their
needs

D.An organization should always use a single technique to ensure metrics are consistent

A.To align the organization's practices and services with changing business needs through the ongoing identification and improvement of services

B.To minimize the negative impact of incidents by restoring normal service operation as quickly as possible

C.To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors

D.To protect the information needed by the organization to conduct its business

A.A mobile phone enables a user to work remotely

B.A service desk agent provides support to user.

C.A password allows a user connect to a Wifi network

D.A license allows a user to install a software product

A.Practices

B.The guiding principles

C.The four dimensions of service management

D.Governance

A.A single SLA defines target service levels for multiple customer, so every customer sees reports about other customers' experiences.

B.The metrics in an SLA are focused on internal measures, so that reports show everything is good, while the customer is not satisfied.

C.SLA targets change very frequently, so that each report includes new measures and trends cannot be analyzed.

D.Introducing SLAs for a service enables customer to see that the service provider is doing a really good job, so this improves satisfaction.