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

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

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

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

A.Providing initial root cause analysis.

B.Classifying all incidents.

C.Determining the impact of an incident.

D.Responsibility for all incidents until they need to be escalated.

E.Tracking incidents.

A.Provide timeframe estimates for future service improvements.

B.Identify operational quality improvements.

C.Provide alternative suggestions for service desk staffing.

D.Identify cost savings or productivity benefits.

E.Report findings.

A.Identifying the desired state.

B.Suggesting where improvements could be made.

C.Recognising that the current levels of service are better than expected.

D.It is more effective than performing a cost benefit analysis.

A.Give serious consideration to what people will think of you if your ideas do not work.

B.Make a presentation to other teams letting them know what you have done.

C.Implement your ideas as soon as you have decided on the best course of action.

D.Discuss with other managers to identify the possible effects of your actions on others.