A.The ability to route calls to a correctly skilled analyst.

B.The ability to tell customers the analyst waiting time.

C.The ability to route calls to correct customer groups.

D.The ability to eliminate 99% of abandoned call issues.

A.Clearly documented IT Service Continuity Management procedures.

B.Regular IT service continuity testing.

C.Backup logs of key business data files.

D.Regular inspection of the third party contractor process.

A.The number of items in each organisations Configuration Management Database.

B.The different goals and objectives of each organisation.

C.The different corporate cultures.

D.The costing methodology used in the benchmark partners SLAs.

A.A one-off survey.

B.A periodic survey.

C.An e-mail survey.

D.An ongoing survey.

A.Remote control allows the customer to control which analyst will provide support from a remote location.

B.Remote control support allows the analyst to take control of the customers system from a remote location.

C.Remote control allows the analysts supervisor to take control of a call from a remote location.

D.Remote control support allows the analyst to control which applications a customer can use from a remote location.