A.Providing initial root cause analysis.

B.Classifying all incidents.

C.Determining the impact of an incident.

D.Responsibility for all incidents until they need to be escalated.

E.Tracking incidents.

A.Knowledge management.

B.Incident management.

C.Problem management.

D.Change management.

A.To develop a strategy for business enhancements.

B.To stretch peoples capabilities to the maximum.

C.To inform customers about strategy outcomes and benefits.

D.To provide a longer term view of what the Service Desk wishes to become.

A.An email survey scheduled for every Tuesday.

B.An annual or periodic survey.

C.A selective survey.

D.A telephone survey to 25 customers a day.

A.A code of conduct documents exceptions to the rules.

B.A code of conduct describes what behaviour is deemed to be ethical.

C.A code of conduct provides clarity of penalties for all complaints.

D.A code of conduct ensures the expected behaviour of other staff towards Service Desk personnel.

E.A code of conduct ensures compliance from all employees.