A.Conduct activities to deliver and manage services at agreed levels to business users

B.Improve the cost effectiveness of IT services without sacrificing customer satisfaction

C.Identify activities to improve the efficiency of service management processes

D.Review and analyze Service Level Achievement results

A.The capacity management information system

B.The availability management information system

C.The information security management system

D.The service knowledge management system

A.Critical success factors (CSFs), key performance indicators (KPIs), activities

B.Technology, process and service

C.Return on investment (ROI), value on investment (VOI), quality

D.Strategic, tactical and operational

A.Baseline assessments

B.Service and process improvement

C.Measurable targets

D.Policy and governance review

A.The administrator

B.The user

C.The supplier

D.The customer