A.Ensuring that unplanned absences are allowed for in the rota.

B.Ensuring that you staff according to the objectives of ITSM.

C.Ensuring that adequate staff are available to provide IT services as defined in the SLA.

D.Ensuring that shifts all have the same number of staff.

A.An increased number of changes.

B.A reduction in the number of problems.

C.Minimised service disruption.

D.An accurate Configuration Management Database (CMDB).

A.Reduced cost per call.

B.A reduced number of incidents at the Service Desk.

C.A reduction in the time taken to resolve known errors.

D.A reduced number of changes.

A.They define tight timescales for all activities.

B.They understand the effect of the desks actions on the organization.

C.They promote a culture of responsibility.

D.They ensure all staff understand the deliverables required.

E.They recruit predominantly from Universities and Colleges.

A.Effective recovery of business systems.

B.Meeting regulatory requirements.

C.Lower future insurance premiums.

D.Improved management of risk and resources.