A.Clearly documented IT Service Continuity Management procedures.

B.Regular inspection of the third party contractor process.

C.Backup logs of key business data files.

D.Regular IT service continuity testing.

A.Implementing a knowledge management system helps build rapport among teams in the Service Desk.

B.Implementing a knowledge management system increases the customers dependency on support services.

C.Implementing a knowledge management system supports computer telephony integration.

D.Implementing a knowledge management system allows customers to troubleshoot all of their own incidents.

A.An increased number of changes.

B.A reduction in the number of problems.

C.Minimised service disruption.

D.An accurate Configuration Management Database (CMDB).

A.They understand the effect of the desks actions on the organization.

B.They promote a culture of responsibility.

C.They define tight timescales for all activities.

D.They recruit predominantly from Universities and Colleges.

E.They ensure all staff understand the deliverables required.

A.Operational targets reflect IT needs.

B.Improved customer feedback.

C.Accurate SLA reporting.

D.Reduced incidents.