A.A Service Desk leader leads by example.

B.A Service Desk leader defines the tasks required.

C.A Service Desk leader sides with staff against customers.

D.A Service Desk leader focuses on process rather than efficiency.

A.IT configuration management facilitates the Service Desks task of re-allocation and reuse of equipment and licenses.

B.IT configuration management enables the Service Desk to purchase more IT equipment.

C.IT configuration management means that the Service Desk is more likely gain certification status.

D.IT configuration management sets the Service Desk apart from other departments.

A.The possible risks of the proposed change must be assessed.

B.The service level agreement must be modified to include the change.

C.The Service Desk must commit to the change even if it fails.

D.Any cross-cultural communication issues must be rectified.

A.Ensure your team understands the roles and responsibilities of other teams.

B.Develop strategies that allow the Service Desk to be recognised as the leader in all support requirements.

C.Communicate the project, goals and objectives of the Service Desk.

D.Develop plans that allow other teams to be seen as fundamental to successful support activities.

A.Security policies ensure that customers cannot carry out illegal transactions.

B.Security policies limit Internet access for all of the companys employees.

C.Security levels are agreed, measured and monitored.

D.Security policies allow the Service Desk to stay open later.