What is the most likely advantage of off-site outsourcing?
(Choose 1)

• A.Off-site outsourcing reduces capital expenditure and increases headcount.
• B.Off-site outsourcing increases capital expenditure and headcount.
• C.Off-site outsourcing increases capital expenditure and reduces headcount.
• D.Off-site outsourcing reduces capital expenditure and headcount.

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What is the most important benefit of IT configuration management?
(Choose 1)

• A.IT configuration management enables more efficient usage of software.
• B.IT configuration management recovers critical systems information after a software failure.
• C.IT configuration management allows information to be automatically entered into the knowledge base.
• D.IT configuration management identifies illegally installed or unlicensed software.

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One of the weaker members of your team has displayed a small but sustained improvement in performance. What would be the best way to encourage their continued improvement?
(Choose 1)

• A.Reward them when they have displayed ongoing improvement for at least three months.
• B.Recognise and reward their improvement promptly.
• C.Compliment their improvement during their annual appraisal.
• D.Ask your team leader to monitor their performance closely.

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What are three advantages of using self-service tools in a Service Desk?
(Choose 3)

• A.Self-service tools allow for cost-effective service provision.
• B.Self-service tools allow the Service Desk to be open for fewer hours.
• C.Self-service tools allow customers to access support at any time.
• D.Self-service tools allow the Service Desk to reduce its headcount.
• E.Self-service tools allow customers greater independence.

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What are two key objectives of the IT change management process?
(Choose 2)

• A.To ensure a standard approach to changes is utilised.
• B.To ensure the customers are unaware of changes.
• C.To ensure that changes are approved on a basis of cost.
• D.To ensure changes are processed efficiently.
• E.To ensure that all changes are processed rapidly.

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