A.A service catalogue is a record of systems and services in the SLA.

B.A service catalogue is a customer driven document detailing the contractual obligations of IT.

C.A service catalogue is a list of all IT systems.

D.A service catalogue is a detailed list of applications and sub-systems.

E.A service catalogue is a list of business services provided by IT.

A.Asking the questions that you have been told to ask.

B.Asking questions in a predefined sequence and format.

C.Asking the questions required to enable you to complete a task.

D.Asking customers to use email when requesting assistance.

A.Communicate the project, goals and objectives of the Service Desk.

B.Develop strategies that allow the Service Desk to be recognised as the leader in all support requirements.

C.Develop plans that allow other teams to be seen as fundamental to successful support activities.

D.Ensure your team understands the roles and responsibilities of other teams.

A.Improved management of risk and resources.

B.Lower future insurance premiums.

C.Meeting regulatory requirements.

D.Effective recovery of business systems.

A.Draw up a monthly rota of shift patterns.

B.Align resources to projects or activities.

C.Organise frequent motivational sessions with your team.

D.Get senior management approval for the resource plan.