A.Do

B.Plan

C.Act

D.Co-ordinate

A.Configuration baseline

B.Service model

C.RACI matrix

D.Human resource model

A.Business Cases should focus on only the non-financial business impacts of the proposed project to secure proper high-level management support

B.Business cases should only focus on how the proposed project can lower costs and improve customer satisfaction, listing measures and targets

C.Business Cases should focus on only the financial impacts of the proposed project to secure support and funding

D.Business Cases should focus on both the financial and non-financial impacts of the proposed project or service

A.Components

B.The end-to-end service

C.Processes

D.Customer satisfaction

A.Incidents reported by technical staff must also be logged as problems

B.Incidents can be reported by anyone who detects a disruption or potential disruption to normal service

C.Incidents can only be reported by users

D.All calls to the service desk must be logged as incidents