A. The output from a process has to conform to operational norms derived from business objectives

B. The objective of any IT process should be expressed in terms of business benefits and goals

C. A process may define policies, standards and guidelines

D. The definition of Process Control is "The activity of planning and regulating a process, with the objective of achieving Best Practice"

A. 1, 2 and 3 only

B. 1, 3 and 4 only

C. 2, 3 and 4 only

D. All of the above

A. The user

B. The customer

C. The supplier

D. The administrator

A. Yes

B. No

A. Strategic customers

B. External customers

C. Valued customers

D. Internal customers

A. A function is a set of responsibilities allocated to a service manager

B. A process is a team or group of people and the tools they use to perform one or more activities

C. A function is a set of specialised organisational capabilities

D. A process is a structured set of activities designed to accomplish a specific objective