A.Development of security plans to meet SLAs.

B.Development of plans for secure access to configuration items.

C.Development of skills to control system access.

D.Re-setting passwords.

A.Customers should expect their status in the organisation to be recognized.

B.Customers should expect service desk staff to be expert in all technology areas.

C.Customers should expect a consistent response to their requirements.

D.Customers should expect the service desk to provide value for the money spent on it.

E.Customers should expect all incidents to be fixed at first point of contact.

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

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

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

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

A.How many CIs each department has.

B.The cost of CIs arranged by department.

C.How many CIs identified that are not authorised.

D.How many CIs relate to each IT system.

A.Regular inspection of the third party contractor process.

B.Regular IT service continuity testing.

C.Clearly documented IT Service Continuity Management procedures.

D.Backup logs of key business data files.