Question $1[16]$

There are FOUR continuous demands that service operation is constantly striving to maintain

their balance. Name and fully discuss these FOUR demands.

Question $2[6]$

The service portfolio has THREE parts. List and describe each of these parts.

Question $3[12]$

With the aid of a diagram discuss the SIX steps of the CSI approach.

Question $4[5]$

Define and discuss demand management in terms of tactical and strategic approaches.

Question $5[4]$

Discuss TWO processes that are critical in maintaining vital business functions $($VBFs$).$

Question $6[6]$

In support of continual service improvement, which THREE distinct types of metrics are used?