A.The activities, workflows, controls and procedures needed to achieve the agreed objectives

B.The level of integration and formality involved in the relationships between organizations

C.The required skills and competencies of teams and individual members of the organization

D.The information created, managed and used in the course of service provision and consumption

A.Emergency changes must be fully documented before authorization and implementation

B.The assessment and authorization of emergency changes is expedited to ensure they can be implemented quickly

C.The testing of emergency can be eliminated in order to implement the change quickly

D.Emergency changes should be authorized and implemented as service requests

A.Service level management

B.Incident management

C.Problem management

D.Service request management

A.It focuses on the fulfilment of the agreed service actions

B.It requires the service consumer to create resources for the service provider

C.It focuses on the service actions performed by users

D.It requires co-operation of both the service provider and service consumer

A.A possible future event that could cause harm

B.The planned removal of an item that might affect a service

C.A result enabled by one or more outputs

D.A service interruption resolved by the use of self-help tools