What aspect of SLM should you bear in mind in an outsourcing situation?
(Choose 1)

• A.SLAs in an outsourcing situation require less detail.
• B.SLAs in an outsourcing situation should include guaranteed use of named individuals.
• C.SLAs in an outsourcing situation require greater detail.
• D.SLAs in an outsourcing situation should include guaranteed fix times.

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Which statement best describes two basic components of problem management?
(Choose 1)

• A.Error control and problem control.
• B.Document control and service control.
• C.Knowledge control and time control.
• D.Change control and incident control.

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Which two actions will best provide you with the practical means for understanding cultural differences?
(Choose 2)

• A.Visiting other countries.
• B.Reading books on outsourcing in other regions.
• C.Studying another language. r> D.Self-healing tools remove the emotion from a support request.
• D.Watching foreign films.
• E.Undertaking research on successful multinational.

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

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

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

• A.Outsourcing eliminates the need for supervisors.
• B.Outsourcing transfers responsibility to the outsourcer.
• C.Outsourcing provides defined and documented service levels.
• D.Outsourcing improves staff morale.

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