A.Virtual distributed Service Desk.

B.Virtual support desk.

C.Distributed contact centre.

D.Business support desk.

A.TQM.

B.Six sigma.

C.ITIL.

D.ISO9002

E.COBIT.

A.A change management process eliminates the damage created by unnecessary changes.

B.A change management process prevents unpopular changes from being made.

C.A change management process ensures that all changes will be successful.

D.A change management process improves the organisations performance.

A.A Service Desk leader focuses on process rather than efficiency.

B.A Service Desk leader leads by example.

C.A Service Desk leader sides with staff against customers.

D.A Service Desk leader defines the tasks required.

A.He is a flirt with an attractive smile.

B.He is a sympathetic person.

C.He is a technical genius.

D.He is an empathic person.