What must always be done before an activity is automated?

Which value chain activity ensures that ongoing service activity meets user expectations?

Which TWO types of competence are MOST important 'or service desk staff?
1. Knowledge of business processes
2. Collaboration skills
3. Advanced technical knowledge
4. Workflow design skills

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

Which practice facilitates operational communication between the service provider organization and users in the service consumer organization?