A.Implementing a knowledge management system increases the customers dependency on support services.

B.Implementing a knowledge management system supports computer telephony integration.

C.Implementing a knowledge management system allows customers to troubleshoot all of their own incidents.

D.Implementing a knowledge management system helps build rapport among teams in the Service Desk.

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

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

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

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

A.Explained the teams goals and objectives.

B.Provided daily donuts and fruit juice for all the team.

C.Offered low basic salaries with high performance related pay possibilities.

D.Provided opportunities for development.

E.Offered your team involvement in decisions that affect them.

F.Developed a scheme that rewards star performers.

A.Management buy-in is obtained.

B.Incident management is in place.

C.Internal charging is introduced.

D.Detailed OLAs are agreed and in place.

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

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

C.The different corporate cultures.

D.The different goals and objectives of each organisation.