What service could include a differentiation as an "excitement factor"?

Which of the following are classed as stakeholders in service management?
1. Customers
2. Users
3. Suppliers

Which is the CORRECT list of metrics to support CSI activities?

Which of the following are objectives of service level management?
1: Defining, documenting and agreeing the level of IT services to be provided
2: Monitoring, measuring and reporting the actual level of services provided
3: Monitoring and improving customer satisfaction
4: Identifying possible future markets that the service provider could operate in

Which stage of the continual service improvement (CSI) approach is BEST described by the phrase
'Understand and agree on the priorities for improvement based on a deeper development of the principles defined in the vision'?