A.If the average speed to Answer is low then the abandon rate is likely to be high.

B.The average speed to Answer has no effect on the abandon rate.

C.If the average speed to Answer is high then the abandon rate is likely to be high.

D.If the average speed to Answer is high then the abandon rate is likely to be low.

A.Security policies are required by IT management.

B.Security policies protect the company and customers from unauthorised access.

C.Security policies safeguard the Service Desks staff from liability.

D.Security policies ensure that security is everyones concern.

A.IT Service Management aligns IT services to the organisations needs.

B.IT Service Management means that IT services are visibly controlled by the organisation.

C.IT Service Management aligns business services to IT services.

D.IT Service Management means that organisational needs are controlled by IT services.

A.Outsourcing can cause you to lose your organisational assets.

B.Outsourcing can drastically change the types support services that are offered.

C.Outsourcing can cause you to lose personnel to the outsourcers support team.

D.Outsourcing can cause you to lose your corporate identity.

A.Accurate SLA reporting.

B.Reduced incidents.

C.Operational targets reflect IT needs.

D.Improved customer feedback.