A.The incidents impact on the business.

B.The support resources available.

C.Key performance indicators.

D.The customers authority level.

A.Use instant messaging if the SLA prohibits deskside support.

B.Use instant messaging when the phone lines are all busy.

C.Use instant messaging if the analyst has poor phone skills.

D.Use instant messaging to provide fast and easy access to internal experts.

A.SLAs in an outsourcing situation should include guaranteed use of named individuals.

B.SLAs in an outsourcing situation require less detail.

C.SLAs in an outsourcing situation should include guaranteed fix times.

D.SLAs in an outsourcing situation require greater detail.

A.Risk management.

B.Objective management.

C.Service level management.

D.Performance management.

A.He is an empathic person.

B.He is a sympathetic person.

C.He is a flirt with an attractive smile.

D.He is a technical genius.