A.Service level contract

B.Underpinning contract

C.Serviceability contract

D.Operational contract

A.Internal experience is the only source of best practice because it is developed within the service provider

B.Suppliers are a source of best practice and they will improve the services delivered by a service Provider

C.ITIL is a source of best practice and is validated across a wide set of environments and situations

D.Customers are a source of best practice and will advise service providers how it should be implemented

A.The service desk

B.Any appropriate function

C.Event management

D.Either the service desk or an appropriate third party engineer

A.Monitoring the status of configuration items

B.Recording service desk staff absence

C.Recording and monitoring environmental conditions in the data centre

D.Intrusion detection

A.Service asset and configuration management, release and deployment management, request fulfilment

B.Change management, service asset and configuration management, release and deployment management

C.Change management, capacity management event management, service request management

D.Service level management, service portfolio management, service asset and configuration management