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Detail Form
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1.
You have been informed that a company merger is planned which will potentially increase the number of supported users by 15 percent. Why is it important for you to understand the commercial management of the Service Desk?
2.
Which option is the best description of Return on Investment (ROI)?
3.
You need to write a business case for your new ITSM software system; which key element is it appropriate to include?
4.
Which option best describes a purpose of Organizational Change Management?
5.
Which of these options best describes the benefits of using an Organizational Change Management process?
6.
You are part of a team tasked with managing an Organizational Change within your support environment. What should the team do to ensure this change is successful?
7.
You need to identify the best solution to resolve a number of operational issues. There are some issues that aren't being resolved or properly tackled in line with expectations. Which of the following tools would help you best in this approach?
8.
A successful project plan will always include:
9.
As a Service Desk manager you are expected to demonstrate certain behaviors that will help you to help your team meet the commitments you have made on their behalf. Which of these options best describes one of those behaviors?
10.
Which of these options should you consider when you need to get your message across in writing?