What does Service Management aim to achieve?

A.
to exceed expectations at all times based on solid processes followed rigidly at all times

B.
to exceed expectations occasionally, recognizing that the customer will be disappointed at other
times

C.
to provide an agreed and well-defined level of quality, based on ongoing communication with
the customer

D.
to provide well-defined processes and measures, by which the Service Management
organization can rate their quality for the customer