A.Service transition

B.Service operation.

C.Service level management

D.Service Design.

A.A baseline

B.A request for change (RFC.

C.A change to a service level agreement

D.An event

A.Analysis of an incident by a technical support group which reveals that an underlying problem exists, or is likely to exist

B.Suspicion or detection of a cause of one or more incidents by the service desk

C.Trending of historical incident records to identify one or more underlying causes

D.Automated detection of an infrastructure or application fault, using event/alert tools automatically to raise an incident

A.The Deming Cycle

B.RACI model

C.Incident model

D.Continual service improvement (CSI) approach

A.Customers, suppliers, advisors

B.Competition, compliance, commitments

C.Industry practices, academic research, training and education

D.Substitutes, regulators, customers