Which factor must be identified for successful service continuity planning?
(Choose 1)

• A.Identify senior executives and where they live.
• B.Identify critical applications and their business continuity requirements.
• C.Identify which seasonal factors affect the electrical power supply systems.
• D.Identify offices that are located near airports or city centres.

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What is one of the main benefits of incident monitoring?
(Choose 1)

• A.It allows regular assessment of incident types.
• B.It ensures consistent first level responses.
• C.It identifies areas where analyst skills can be improved.
• D.It provides excellent examples of unique call handling techniques.

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What is an objective of a quality assurance programme?
(Choose 1)

• A.To align IT and business resource management.
• B.To agree with the customer about how IT services should be delivered.
• C.To determine the number of Service Desk staff required.
• D.To achieve continuous improvement of the cost effectiveness of IT services.

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Which of these are important benefits of having an effective team?
(Choose 2)

• A.Exemplary time management.
• B.Improved task scheduling.
• C.Improved acceptance of your team by other departments.
• D.Improved staff and customer relations.
• E.A willingness to collaborate with and assist other team members.

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What is a negative effect of stress?
(Choose 1)

• A.People are often ill.
• B.People work longer and are overworked.
• C.People take regular breaks.
• D.People leave to work in other teams.

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