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

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

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

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

A.The average speed to Answer has no effect on the abandon rate.

B.If the average speed to Answer is high then the abandon rate is likely to be high.

C.If the average speed to Answer is high then the abandon rate is likely to be low.

D.If the average speed to Answer is low then the abandon rate is likely to be high.

A.Chat room.

B.Voice mail.

C.Telephone conversation.

D.Using open questions.

A.IT configuration management allows information to be automatically entered into the knowledge base.

B.IT configuration management identifies illegally installed or unlicensed software.

C.IT configuration management enables more efficient usage of software.

D.IT configuration management recovers critical systems information after a software failure.

A.Implementing a knowledge management system helps build rapport among teams in the Service Desk.

B.Implementing a knowledge management system allows customers to troubleshoot all of their own incidents.

C.Implementing a knowledge management system increases the customers dependency on support services.

D.Implementing a knowledge management system supports computer telephony integration.