A.Excellent technical knowledge

B.Root cause analysis skills

C.Knowledge of telephony technology

D.Demonstration of emotional intelligence

A.Problem management

B.Service configuration management

C.Service desk

D.Deployment management

A.It identifies the cause of major incidents.

B.It authorizes changes to resolve incidents.

C.It maintains detailed procedures for diagnosing incidents.

D.It resolves the highest impact incidents first.

A.Service level management

B.Change enablement

C.Service desk

D.Supplier management

A.A problem

B.An incident

C.A configuration item

D.A workaround