A.A functional escalation

B.A service level escalation

C.An incident resolution

D.A hierarchic escalation

A.What is the vision?; Where are we now?; Where do we want to be?; How do we get there?; Did we get there?; How do we keep the momentum going?

B.Devise a strategy; Design the solution; Transition into production; Operate the solution; Continually improve

C.Identify the required business outcomes; Plan how to achieve the outcomes; Implement the plan; Check the plan has been properly implemented; Improve the solution

D.Where do we want to be?; How do we get there?; How do we check we arrived?; How do we keep the momentum going?

A.Technology, customer, user

B.Corporate, customer, technology

C.Corporate, customer, service

D.Service,user, IT

A.Measurement, methods and metrics

B.Process definitions

C.Service portfolio design

D.Service design package

A.Incident management, problem management, service desk, request fulfilment, and event management

B.Event management, incident management, problem management, request fulfilment, and access management

C.Incident management, service desk, request fulfilment, access management, and event management

D.Event management, incident management, change management, and access management