A.Seek main board approval for operational process changes.

B.Devise a multi-layered plan to meet resourcing needs.

C.Make tactical short-term decisions to meet strategic goals.

D.Produce a detailed task flowchart.

A.Identify a quiet environment to carry out the coaching.

B.Ask other team members to highlight the individuals weaknesses.

C.Assess their abilities, competencies and commitment level.

D.Research the individuals career history.

A.A good marketing strategy decreases the total cost of ownership for the Service Desk.

B.A good marketing strategy increases awareness that the Service Desk provides the best point of contact.

C.A good marketing strategy increases awareness that the Service Desk provides a return on investment.

D.A good marketing strategy shrinks the Service Desks headcount.

E.A good marketing strategy gives the Service Desks analysts more accountability.

A.IT configuration management identifies illegally installed or unlicensed software.

B.IT configuration management allows information to be automatically entered into the knowledge base.

C.IT configuration management enables more efficient usage of software.

D.IT configuration management recovers critical systems information after a software failure.

A.Remote support decreases the number of analysts needed to support customers.

B.Remote support reduces the overall cost of support.

C.Remote support allows the customer to solve problems without contacting an analyst.

D.Remote support removes all responsibility for solving problems from the customer.