What are two standard operational metrics for Change management?
(Choose 2)

• A.How many RFCs have been rejected over a period of time.
• B.How many RFCs have been discussed over a period of time.
• C.How many RFCs have been submitted over a period of time.
• D.How many CAB members attended meetings over a period of time.

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What is the formula for calculating return on investment?
(Choose 1)

• A.((Value - Cost) / Cost) * 100
• B.(Cost - Value) / Value *100
• C.Value / Cost *100
• D.Cost / Value *100

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What is the best description of scheduling?
(Choose 1)

• A.Determining the number of staff.
• B.Determining shift preferences of your staff.
• C.Determining the tasks undertaken by your staff.
• D.Determining the most effective assignment of staff to meet SLA requirements.

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Which measure would not be attributable to Incident Management?
(Choose 1)

• A.SLA performance.
• B.Error control.
• C.First contact resolution on the Service Desk.
• D.Cost per incident.

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What is a key principle of negotiation with customers?
(Choose 1)

• A.Seek a solution that aligns with Support Centre policies and processes.
• B.Determine the customers underlying business need.
• C.Focus on the individual rather than on the resolution.
• D.Stick to the facts and ignore the customers emotions.

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