A.To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents

B.To maximize the number of successful IT changes by ensuring risks are properly assessed

C.To set clear business-based targets for service performance

D.To capture demand for incident resolution and service requests

A.Problems are not related to incidents.

B.Problems must be resolved quickly in order to restore normal business activity.

C.Problem analysis should focus on one of the four dimensions to achieve a fast diagnosis.

D.Problem prioritization involves risk assessment.

A.A service relationship

B.The ITIL guiding principles

C.The ITIL service value system

D.The four dimensions of service management

A.Optimize and automate

B.Think and work holisocally

C.Focus on value

D.Start where you are

A.A set of specialized organizational capabilities for delivering value to customers in the form of services

B.A set of specialized assets for transitioning services into the live operational environment

C.The capability of service providers to minimize their costs without reducing the value of the services

D.The capability of supplier to deliver services to providers in exchange for money