A.Check the incident logs.

B.Record the call.

C.Ask for information about calls from other staff.

D.Review escalation records.

A.Identify the quality of customer usage of IT Services.

B.Find out if the customers are talking to outsourcing companies.

C.Identify new services or products that customers indicate they require.

D.Find out what customers think of IT services.

E.Benchmark customer satisfaction.

A.Suggesting where improvements could be made.

B.Recognising that the current levels of service are better than expected.

C.It is more effective than performing a cost benefit analysis.

D.Identifying the desired state.

A.A key requirement for successful project management is to define project objectives.

B.A key requirement for successful project management is to define co-operative activities.

C.A key requirement for successful project management is to define stand-alone activities.

D.A key requirement for successful project management is to define your role in the project.

A.He is an empathic person.

B.He is a technical genius.

C.He is a sympathetic person.

D.He is a flirt with an attractive smile.