Which of the following is the most appropriate approach to carrying out Service
Operations?
a) The internal IT view is most important as Service Operations has to monitor
and manage the infrastructure
b) Service Operations should maintain a balance between an internal IT view and
an external business view
c) The external business view is most important as Service Operations is the
place where value is realised and the customer obtains the benefit of the
services
d) IT Operations does not take an internal or external view as they execute
processes defined by Service Design

答案是哪一个，大家一起来分析下~:):)

balance是ITSM最重要的关键词之一。
参考SO 3.2 Achieving balance in Service Operation

答案：b