A.Build SLAs based on IT measures.

B.Use customer surveys to identify business needs.

C.Provide several channels that provide information about the Service Desk.

D.Build a catalogue of systems for all customers.

E.Use KPIs to calculate service ROI.

A.Regular IT service continuity testing.

B.Regular inspection of the third party contractor process.

C.Backup logs of key business data files.

D.Clearly documented IT Service Continuity Management procedures.

A.System network monitoring.

B.Regular KPI monitoring.

C.Interactive voice response monitoring.

D.Video monitoring.

E.Random call monitoring.

A.How many CIs identified that are not authorised.

B.The cost of CIs arranged by department.

C.How many CIs each department has.

D.How many CIs relate to each IT system.

A.They facilitate reduction in the cost of technology.

B.They support a greater number of staff at first level.

C.They provide the basis for self-service requirements.

D.They allow for better use of IT personnel.