A. Delegate as much of your work as possible

B. Always ensure that your opinion is heard at meetings

C. Display your acumen through strong judgement and decision making

D. Take the initiative in all business decisions

A. To ensure that IT works towards the same goals as the business

B. To give the business confidence in the IT services function

C. To allow IT to be effectively built into every business area

D. To ensure that the development of IT services is in line with current industry best practice

A. It increases first contact resolutions

B. It reduces the time to resolve Incidents

C. It removes the need for SLAs

D. It improves productivity of the business and IT

A. Some users become uncommunicative and out of touch

B. Some support team members are reluctant to help install the tools

C. Some customers are resistant, depending on levels of IT maturity

D. Some customers are over enthusiastic about adopting new tools

A. The impact on service if risks are unplanned

B. The impact on service if failure occurs

C. The impact of planned failures

D. The impact of unacceptable risks

A. Customer resistance and too much focus on call waiting times

B. Customer resistance and too much focus on SLAs

C. Customer resistance and too much focus on hunt groups

D. Customer resistance and too much focus on operational statistics

A. Management competency

B. Incident Management knowledge

C. High levels of process development knowledge

D. Basic level technical skills

A. It identifies opportunities for reduction in Incident volumes

B. It provides quality and service assurance for users and the Service Desk

C. It allows the Service Desk to deal with situations reactively

D. It reviews the Incident with the analysts to help develop user education

A. It increases the problem-solving abilities of users

B. It improves hardware resource utilisation

C. It reduces the need for reactive support staff

D. It removes the need for reactive support staff

A. An ROI analysis

B. A SMART review

C. A GAP analysis

D. A strategic business plan

A. Analysts will have a flexible and comprehensive call-management tool

B. Analysts will be able to instantly assess and prioritise every call

C. Analysts will have quick and dynamic access to user details without asking for them

D. Analysts will be able to produce full performance data to feed their regular appraisal/review cycle

A. Working towards achieving the highest performance rating in the organisation every year

B. Having consistent, fair and equitable recognition and reward programmes

C. Reinforcing and recognising desired behaviours in a timely manner

D. Highlighting individual and team contributions individually and publicly

A. To produce regular progress reports on the results of the integration

B. To manage the professional development of the Service Desk people

C. To determine the impact of proposed services on the IT organisation

D. To reduce Service Desk costs for the new business situation