A.Call management system.

B.Knowledgebase.

C.Incident log.

D.Automatic call distributor.

A.The Service Desks mission statement informs customers of strategies for improvement.

B.The Service Desks mission statement documents future services to be provided.

C.The Service Desks mission statement describes the purpose of the desk, the services provided and the manner of their delivery.

D.The Service Desks mission statement explains how service levels will be met.

A.Implementing standby arrangements.

B.Finding the correct offsite backup storage location.

C.Business Impact Assessment.

D.Updating ongoing operational procedures.

E.Appointment and training of fire marshals.

A.Ask management for funds to train all your analysts in the languages that will be required by the project.

B.Find ways to employ analysts that speak all the languages that will require support services.

C.Interview each analyst to determine whether your analysts want to take international calls.

D.Use industry best practice as a benchmark and study successful companies that provide similar services.

A.Six sigma.

B.ITIL.

C.TQM.

D.ISO9002

E.COBIT.