A. Correct. When planning new or changed services it should be considered how this affects the budget and workload.

B. Incorrect. Major non-conformities to all Underpinning Contracts are not relevant to planning for new or changed services.

C. Incorrect. Recent Problems and Known Errors in the desktop environment have normally no relation to planning for new or changed services.

D. Incorrect. This indicates the Capacity growth for current applications, it does not need to provide any relevant information for new or changed services.

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.