A.Identify senior executives and where they live.

B.Identify which seasonal factors affect the electrical power supply systems.

C.Identify offices that are located near airports or city centres.

D.Identify critical applications and their business continuity requirements.

A.All incident logs contain greater detail.

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

C.Consistency in service quality.

D.Service level requirements are known and understood.

E.Processes are adhered to.

A.Requesting that the customer fill out a questionnaire.

B.Receiving an e-mail from the customer.

C.Asking the customer questions on the phone.

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

A.Warehouse management systems.

B.Change management.

C.Release management.

D.Service Desks.

E.Distribution centres.

A.The SLA is an agreement with other internal support groups.

B.The SLA is an agreement to manage changes to services that may be required.

C.The SLA is a document that sets expectations for customers and the Service Desk.

D.The SLA is a document created by Service Desk management.