A.To determine the number of Service Desk staff required.

B.To agree with the customer about how IT services should be delivered.

C.To achieve continuous improvement of the cost effectiveness of IT services.

D.To align IT and business resource management.

A.It enables customers to check call status.

B.It enables customers to make their own amendments to procedures.

C.It allows customers to log their own requests and incidents.

D.It enables customers to update the schedules.

E.It allows customers access to the knowledgebase.

A.Identify offices that are located near airports or city centres.

B.Identify critical applications and their business continuity requirements.

C.Identify which seasonal factors affect the electrical power supply systems.

D.Identify senior executives and where they live.

A.Staffing policies and procedures.

B.Return on investment calculations.

C.Stocks and Bonds calculations.

D.Budgeting calculations.

E.Unit costs calculations and analysis.

A.To undertake and structure organisational change.

B.To identify the resourcing requirements needed to meet demand and achieve goals.

C.To reduce headcount.

D.To undertake comprehensive research into the workforce management practices of top service organisations.