●  ( ) is a discipline within the information technology and information systems domain and is concerned with making the planning process and  for information technology investments and decision-making a quicker,more flexible ，and more thoroughly aligned process.

（71）A．Information technology planning

B.Service monitor management

C.Service design

D.Information technology audit

●  IT Service Design ( SD ) provides good-practice guidance on the design of IT services , processes , and other aspects of the service management effort.(  ) does not belong to the main activities of service design process.

（72）A．Service catalogue design

B.Release and deployment management

C.Service cost assessment

D.Service level design

● Change management would typically be  composed of the raising and recording of changes , assessing the impact , cost , benefit and risk of proposed changes , developing business justification and obtaining approval, managing ang coordinating  change implementation , monitoring and reporting on implementation, reviewing and closing(  )

（73）A．change reason

B.change model

C.remediation plan

D.change requests

● A service level agreement is an agreement between two or more parties,where one is the customer and the others are (  ) .

（74）A． service brokers

B. service providers

C. service auditors

D. key customers

● PDCA (Deming cycle) is an iterative four -step management method used in continual improvement of processes and products. During the ( ) phase,the data and results gathered from the do phase are evaluated. Data is compared to the expected outcomes to see any similarities and differences.

（75）A． plan

B. do

C. check

D. act

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