A.Plan out each day for every staff member.

B.Control and co-ordinate activities.

C.Recruit and retrain staff.

D.Continually revise operating plans.

A.Identifying errors to be addressed by Change Management.

B.Identifying underlying causes of incidents.

C.Proactive management of problems.

D.Managing the error process.

A.Receiving an e-mail from the customer.

B.Conducting a face-to face interview with the customer.

C.Requesting that the customer fill out a questionnaire.

D.Asking the customer questions on the phone.

A.Ensure the customer understands that you will decide on the best course of action.

B.Focus on the route you believe resolution should take.

C.Stay focused on what is needed rather than on how to get there. support request.

D.Give primary consideration to the technical aspect of the solution.

A.Security policies ensure that customers cannot carry out illegal transactions.

B.Security policies limit Internet access for all of the companys employees.

C.Security policies allow the Service Desk to stay open later.

D.Security levels are agreed, measured and monitored.