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A. IT Service Management means that IT services are visibly controlled by the organisation.

B. IT Service Management aligns IT services to the organisations needs.

C. IT Service Management aligns business services to IT services.

D. IT Service Management means that organisational needs are controlled by IT services.

A. Give employees extra breaks from phone work.

B. Remove the burden of making decisions from employees.

C. Praise individuals in private.

D. Treat your staff with respect.

A. A team player is a person that can be relied upon.

B. A team player is reliable, considerate and respectful of others.

C. A team player has a high customer satisfaction rating.

D. A team player meets individual performance goals.

A. It speeds up the process of getting them to a level of acceptable competency.

B. To be assigned as a buddy is part of your teams KPIs.

C. It creates a sense of security for the new team member.

D. They have less need to refer to the standard operating procedures.

A. A code of conduct provides details of how to instigate a libel action.

B. A code of conduct defines the parameters for standard operating procedures.

C. A code of conduct serves as a foundation for business practices.

D. A code of conduct explains what is expected of employees.

A. Develops effective procedures and implements them.

B. Continually champions the business goals and culture.

C. Demands extra effort to meet deadlines.

D. Understands business direction.

A. Business Impact Assessment.

B. Finding the correct offsite backup storage location.

C. Updating ongoing operational procedures.

D. Implementing standby arrangements.

E. Appointment and training of fire marshals.

A. Computer telephony integration combines e-mail and voice mail into a common inbox.

B. Computer telephony integration facilitates the efficient processing of customer contacts.

C. Computer telephony integration provides instant online access to voice and data systems.

D. Computer telephony integration enables universal call routing of multiple contact methods.

A. A SWOT helps you identify marketing opportunities as it shows the teams strengths.

B. A SWOT enables you to identify incentives that are attractive to your team.

C. A SWOT provides an opportunity to hold regular meetings with your team.

D. A SWOT helps you identify areas for growth for your team.

A. How many CAB members attended meetings over a period of time.

B. How many RFCs have been submitted over a period of time.

C. How many RFCs have been rejected over a period of time.

D. How many RFCs have been discussed over a period of time.