A.Continual service improvement

B.Service portfolio management

C.Supplier management

D.Change management

A.Infrastructure

B.Value

C.Resources

D.Applications

A.No, automating common routines only results in preventing common problems

B.No, automating common routines improves effectiveness but not efficiency

C.Yes, through automating common routines and introducing the service knowledge management System (SKMS)

D.Yes, through automating common routines, more productive work can be carried out

A.Service metrics, technology metrics and Key Performance Indicator (KPI) metrics

B.Process metrics, software metrics and financial metrics

C.Technology metrics, service desk metrics and Key Performance Indicator (KPI) metrics

D.Technology metrics, process metrics and service metrics

A.Customers sell IT services; users improve IT services

B.Customers buy IT services; users use IT services

C.Customers agree the service levels; users buy IT services

D.Customers design IT services; users test IT services