A.Self-help systems

B.Knowledgeable support staff

C.Detailed work instructions

D.Disaster recovery plans

A.Did we get there?

B.What is the vision?

C.Take action

D.How do we get there?

A.Record and report selected changes of state

B.Make new and changed services available for use

C.Plan and manage the full lifecycle of all IT assets

D.Ensure that risks have been property assessed

A.A normal change

B.A standard change

C.An internal change

D.An emergency change

A.To ensure that all current and planned IT services are delivered to agreed achievable targets.

B.To track and manage improvement ideas from identification to final action, organizations use a database or structured document called a continual improvement register (CIR).

C.To obtain/build activity that ensures the service components are available when and where they are needed and meet agreed specifications.

D.To establish and nurture the links between the organization and its stakeholders at strategic and tactical levels.