A.All incident logs contain greater detail.

B.Service level requirements are known and understood.

C.Consistency in service quality.

D.Processes are adhered to.

E.The cost of the new call management system is proven.

A.A good marketing strategy shrinks the Service Desks headcount.

B.A good marketing strategy decreases the total cost of ownership for the Service Desk.

C.A good marketing strategy gives the Service Desks analysts more accountability.

D.A good marketing strategy increases awareness that the Service Desk provides a return on investment.

E.A good marketing strategy increases awareness that the Service Desk provides the best point of contact.

A.Determine the strategy.

B.Implement stand-by procedures.

C.Perform risk analysis.

D.Undertake a business impact assessment.

A.Off-site outsourcing increases capital expenditure and headcount.

B.Off-site outsourcing reduces capital expenditure and increases headcount.

C.Off-site outsourcing increases capital expenditure and reduces headcount.

D.Off-site outsourcing reduces capital expenditure and headcount.

A.The number of CIs added to the CMDB (Configuration Management Database) over a period of time.

B.The number of new hardware releases requested by customers over a period of time.

C.The number of incremental software releases over a period of time.

D.The number of problems recorded in the problem management database that are attributable to releases over a period of time.