PCDA（Deming cycle）is an iterative four－step management method used in continual improment of processes and products.During the（）phase，the data and results gathered from the do phase are evaluated.Data is compared to the expected outcomes to see any similarities and differences.

单项选择题A service level agreement is an agreement between two or more parties, where one is the customer and the others are （）.

A、service brokers
B、service providers
C、service auditors
D、key customers

单项选择题Change management would typically be composed of the raising and recording of changes, assessing the impact, cost, benefit and risk of proposed changes,developing business justification and obtaining approval, managing and coording change implementation, monitoring and reporting on implementation, reviewing and closing （）.

A、change reason
B、change model
C、remediation plan
D、change requests

单项选择题IT Service Design （SD）provides good－practice guidance on the design of IT services，processes，and other aspects of service management effort .（）does not belong to the main activities of service design process.

A、Service catalogue design
B、Release and deployment management
C、Service cost assessment
D、Service level design

单项选择题（）is a discipline within the information technology and information systems domain and is concerned with making the planning process for information technology investments and decision-making a quicker，more flexible，and more thoroughly aligned process.

A、Information technology planning
B、Service monitor management
C、Service design
D、Information technilogy audit

单项选择题依据《中国人民共和国招标法》，以下描述不正确的是（）

A、依法必须进行招标的项目，其招标活动不受理地区或部门的限制
B、为保证招标工作的公正性，招标人需委托代理机构，不得自行办理招标事宜
C、任何单位和个人不得以任何方式为招标人指定招标代理机构
D、招标代理机构与行政机关和国家机关不得存在隶属关系