A. Incorrect. The IT Framework provides a structure for service management but would not define the service itself.

B. Incorrect. The OLA would define a support arrangement behind the prime customer service.

C. Correct. The Service Catalog or the SLA would define the service for the customer.

D. Incorrect. The Service Report would provide details of service performance not define the service.

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.