With which of the following processes is Problem Management least likely to interface on a regular basis?
Which of the following metrics would you most associate with the Service Desk?
If the IT Service Continuity plan had to be invoked during a crisis, what would be the role of the organisation's senior managers?
Which of these is/are TRUE?
1. Functional escalation is an essential part of the Incident Management process
2. All calls to the Service Desk should be treated as incidents
3. Service Requests can be handled by Service Desk Staff
