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A. This should be made up from Service requirements and Service Level Agreements (SLAs) if available.

B. This should be calculated based upon historical data for major Incidents and their consequences for the organization.

C. This should be done on the basis of Customer satisfaction investigations, so that the real user need can be clearly identified.

D. This should be identified based upon the business priorities, Service Level Agreements (SLAs) and assessed risks.

A. specifications

B. personnel records

C. process descriptions

D. reports by certified financial auditors

A. Configuration Item (CI) type

B. Tools as appropriate to support the processes

C. Return to normal working

D. Information security controls

A. trends in Capacity growth of the current applications

B. budgets and staff resources

C. recent Problems and Known Errors in the desktop environment

D. major non-conformities to all Underpinning Contracts (UCs)

A. Change and Release

B. Change

C. Release

D. Change and Security

A. The Service Catalog should be maintained and kept up-to-date.

B. Decisions about service provision should be based on cost effectiveness comparisons.

C. The resilience of the infrastructure components should be measured and included in the Capacity plan.

D. A Capacity plan documenting the actual performance and the expected requirements should be produced at least annually.