A. Incorrect. Producing documents should never be a goal solely to become ISO/IEC 20000 compliant.

B. Incorrect. This is part of Configuration Management.

C. Correct. To manage Service Management, documents and records are needed. As a result, the Service Provider has evidence that it is in control. Producing documents should never be a goal solely to become ISO/IEC 20000 compliant.

D. Incorrect. This is part of competence, awareness and training and is not relevant to documentation.

A. Incorrect. This may be one of the measures if backlog of changes is to be reduced but there may be other details too.

B. Incorrect. This may be one of the measures if staff numbers are to be improved but there may be other details too.

C. Correct. The standard recommends the collection of service quality and levels as a baseline so that actual improvement can be measured.

D. Incorrect. This may be one of the measures if time taken is to be improved but there may be other details too.