What is the most likely disadvantage of outsourcing?
(Choose 1)

• A.Outsourcing can drastically change the types support services that are offered.
• B.Outsourcing can cause you to lose your corporate identity.
• C.Outsourcing can cause you to lose your organisational assets.
• D.Outsourcing can cause you to lose personnel to the outsourcers support team.

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Which is the key benefit to be achieved from Incident Management?
(Choose 1)

• A.Reduced incidents.
• B.Improved customer feedback.
• C.Accurate SLA reporting.
• D.Operational targets reflect IT needs.

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Which one is a critical success factor for IT Service Continuity Management?
(Choose 1)

• A.SLA measures are never impacted.
• B.IT risk is spread over two or more sites.
• C.The CIO has up to date information all the time.
• D.The whole IT organisation is aware of the business and service continuity plan.

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What are three purposes of a customer satisfaction survey?
(Choose 3)

• A.Find out what customers think of IT services.
• B.Identify new services or products that customers indicate they require.
• C.Identify the quality of customer usage of IT Services.
• D.Benchmark customer satisfaction.
• E.Find out if the customers are talking to outsourcing companies.

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What is the most likely benefit of implementing a knowledge management system in a Service Desk?
(Choose 1)

• A.Implementing a knowledge management system allows customers to troubleshoot all of their own incidents.
• B.Implementing a knowledge management system increases the customers dependency on support services.
• C.Implementing a knowledge management system supports computer telephony integration.
• D.Implementing a knowledge management system helps build rapport among teams in the Service Desk.

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