Who is responsible for defining metrics for change management?

Which of the following would commonly be found in a contract underpinning an IT service?
1. Financial arrangements related to the contract
2. Description of the goods or service provided
3. Responsibilities and dependencies for both parties

Which function is responsible for the closure of an incident record?

In service design, which term describes services, technologies and tools?

Which one of the following is NOT an objective of problem management?