A.Knowing what the business is trying to achieve.

B.All services and products are designed with profitability to the business as the key requirement.

C.IT services and products are purchased or designed only if they meet critical business requirements.

D.Using ITSM practices to underline the necessity of IT to the business it supports.

E.Understanding how business and IT can work together.

A.Stick to your strengths and positive attributes.

B.Practice formal time management.

C.Take on projects that are outside your comfort zone.

D.Control your own working time and environment.

A.Number of unauthorised CIs.

B.Number of incidents logged against CIs.

C.Total number of CIs.

D.Number of CIs against SLAs.

A.Stick to the facts and ignore the customers emotions.

B.Seek a solution that aligns with Support Centre policies and processes.

C.Determine the customers underlying business need.

D.Focus on the individual rather than on the resolution.

A.Self-healing tools remove the emotion from a support request.

B.Self-healing tools identify when a problem has occurred and automatically corrects it.

C.Self-healing tools immediately dispatch an engineer when a customer makes a request.

D.Self-healing tools allow an analyst to control a customer desktop remotely.