What three steps should be included when calculating Return On Investment?
(Choose 3)

• A.Provide alternative suggestions for service desk staffing.
• B.Provide timeframe estimates for future service improvements.
• C.Identify operational quality improvements.
• D.Identify cost savings or productivity benefits.
• E.Report findings.

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The success of SLAs can be evaluated by which measure?
(Choose 1)

• A.Improved quality of the Configuration Management Database (CMDB).
• B.Reduction in Service Desk headcount.
• C.Increase in customer satisfaction.
• D.Increased incidents logged.

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Which of these considerations is the most important for you to take into account when benchmarking?
(Choose 1)

• A.The number of items in each organisations Configuration Management Database.
• B.The costing methodology used in the benchmark partners SLAs.
• C.The different goals and objectives of each organisation.
• D.The different corporate cultures.

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What is the most accurate description of staffing?
(Choose 1)

• A.Ensuring that adequate staff are available to provide IT services as defined in the SLA.
• B.Ensuring that unplanned absences are allowed for in the rota.
• C.Ensuring that shifts all have the same number of staff.
• D.Ensuring that you staff according to the objectives of ITSM.

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What is the most likely benefit of using IT asset management?
(Choose 1)

• A.IT asset management improves the accuracy of the knowledgebase.
• B.IT asset management protects the Service Desks assets in the event of a disaster.
• C.IT asset management allows you to determine the total cost of ownership for the Service Desk.
• D.IT asset management minimises the impact that changes have on customers.

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