A.Number of service requests.

B.Fix and response times.

C.Number of RFCs.

D.SLA performance.

A.Seek a solution that aligns with Support Centre policies and processes.

B.Focus on the individual rather than on the resolution.

C.Determine the customers underlying business need.

D.Stick to the facts and ignore the customers emotions.

A.The ability to route calls to a correctly skilled analyst.

B.The ability to tell customers the analyst waiting time.

C.The ability to eliminate 99% of abandoned call issues.

D.The ability to route calls to correct customer groups.

A.Service level management.

B.Objective management.

C.Risk management.

D.Performance management.

A.Ensuring that adequate staff are available to provide IT services as defined in the SLA.

B.Ensuring that unplanned absences are allowed for in the rota.

C.Ensuring that shifts all have the same number of staff.

D.Ensuring that you staff according to the objectives of ITSM.