A.The costing methodology used in the benchmark partners SLAs.

B.The number of items in each organisations Configuration Management Database.

C.The different corporate cultures.

D.The different goals and objectives of each organisation.

A.Monitoring incidents allows you to address situations proactively.

B.Monitoring incidents keeps problems to a minimum.

C.Monitoring incidents keeps track of important customers.

D.Monitoring incidents allows you to react quickly to unforeseen situations.

A.To agree with the customer about how IT services should be delivered.

B.To determine the number of Service Desk staff required.

C.To achieve continuous improvement of the cost effectiveness of IT services.

D.To align IT and business resource management.

A.Benchmarking is determining whether the knowledge base is complete and filling in any gaps.

B.Benchmarking is allowing your support staff to determine the method it will use to provide service.

C.Benchmarking is a marketing tool that increases the Service Desks visibility to its customers.

D.Benchmarking is a comparative study of the Service Desks performance against comparable organisations.

A.The key role of the Service Desk is to enforce service level agreements.

B.The key role of the Service Desk is to provide technical support services to the executives in a timely manner.

C.The key role of the Service Desk is to demonstrate its value to the organisation it serves.

D.The key role of the Service Desk is responsibility for the management of incidents.

E.The key role of the Service Desk is to ensure that all metrics are maintained and distributed.