A.Pushing the individual to admit weak areas.

B.Encouraging participation by using open questions.

C.Schedule a follow-up meeting for a years time.

D.Encouraging a team ethos in the individual.

A.The number of people required for the project is agreed on.

B.Meetings are scheduled according to availability of staff.

C.All Interested parties are recognized.

D.A plan is developed for all aspects of communication.

E.The project is not discussed openly until project completion.

A.Customers should expect all incidents to be fixed at first point of contact.

B.Customers should expect a consistent response to their requirements.

C.Customers should expect service desk staff to be expert in all technology areas.

D.Customers should expect the service desk to provide value for the money spent on it.

E.Customers should expect their status in the organisation to be recognized.

A.Increasing number of service requests.

B.Reduction in cost per incident.

C.Increasing number of normal changes (RFCs)

D.Reduction in service disruption.

A.Self-service technology helps customers talk to one another about problems.

B.Self-service technology maintains an inventory of equipment.

C.Self-service technology allows customers to comment on the performance of support staff.

D.Self service technology allows customers to find information on procedures.

E.Self-service technology gives customers the ability to solve problems on their own.