Which of these should a change model include? 1. The steps that should be taken to handle the change 2. Responsibilities; who should do what, including escalation 3. Timescales and thresholds for comp

ITIL specifies that a change model must define the steps required to handle the change in a particular order, the responsibilities of who performs each step including escalation paths, and the timescales and thresholds for completing those actions. Complaints procedures are not part of a change model; they belong to separate governance or customer management processes, so item 4 is correctly excluded.

Complaints procedures (item 4) are not a defined component of an ITIL change model, making inclusion of all four items incorrect.

Responsibilities (item 2), including escalation, are a required element of a change model and cannot be omitted.

Steps for handling the change (item 1) and timescales (item 3) are core required components of a change model, and complaints procedures (item 4) are not, making this combination incorrect.