A.Ensuring that unplanned absences are allowed for in the rota.

B.Ensuring that you staff according to the objectives of ITSM.

C.Ensuring that shifts all have the same number of staff.

D.Ensuring that adequate staff are available to provide IT services as defined in the SLA.

A.Understanding how business and IT can work together.

B.All services and products are designed with profitability to the business as the key requirement.

C.Using ITSM practices to underline the necessity of IT to the business it supports.

D.IT services and products are purchased or designed only if they meet critical business requirements.

E.Knowing what the business is trying to achieve.

A.Outsourcing transfers responsibility to the outsourcer.

B.Outsourcing eliminates the need for supervisors.

C.Outsourcing provides defined and documented service levels.

D.Outsourcing improves staff morale.

A.Reviewing the incident log daily by type of incident.

B.Regularly checking on the incident management knowledgebase.

C.Carrying out regular customer follow-ups and satisfaction surveys.

D.Listening to customer/analyst calls.

A.A Service Desk can best provide value to the company by becoming business centric.

B.A Service Desk can best provide value to the company by using self-service technology.

C.A Service Desk can best provide value to the company by implementing incident and problem management processes.

D.A Service Desk can best provide value to the company by overseeing change management.