A.Service requests and their fulfillment should be carried out by service desk staff without automation

B.Service requests and their fulfillment should be automated as much as possible

C.Service requests that cannot be automated should be handled as problems

D.Service requests that cannot be automated should be handled as incidents

A.Four dimensions of service management

B.Service value chain

C.Guiding principles

D.Practices

A.Low impact incidents should be resolved efficiently, making logging unnecessary

B.Incidents with the lowest impact should be resolved first

C.The 'incident management' practice should use a single process regardless of the impact of the incident

D.Low impact incidents should be resolved efficiently so the resource required is reduced

A.By managing the detailed level of risk on behalf of the service provider

B.By providing the service in accordance with requirements

C.By fully understanding then own requirements for the service

D.By ensuring that the service provider's resources are correctly configured

A.Change control

B.Service level management

C.Service value chain activities

D.Service value chain inputs