A. As an approachable, nice and understanding person.

B. As an exceptional, innovative and demanding leader.

C. As an outstanding motivational speaker.

D. As being excellent in inspiring people to achieve a new vision.

A. A team player is reliable, considerate and respectful of others.

B. A team player is a person that can be relied upon.

C. A team player has a high customer satisfaction rating.

D. A team player meets individual performance goals.

A. An e-mail survey.

B. An ongoing survey.

C. A periodic survey.

D. A one-off survey.

A. Development of corporate strategies for promotion of services.

B. The detailed plan for achieving the objectives set by the strategic plan.

C. A long-term vision of what an organisation needs to achieve in order to meet its objectives.

D. Medium-term projects that are necessary to enable realisation of the long term projects.

A. Reduced incidents.

B. Operational targets reflect IT needs.

C. Improved customer feedback.

D. Accurate SLA reporting.

A. Problem management is focused on helping customers; incident management is focused on processes and procedures.

B. Problem management prevents customers from calling; incident management handles calls when customers do call.

C. Problem management deals with conflicts within an SLA; incident management is independent of the SLA.

D. Problem management finds and eliminates the underlying causes of incidents; incident management resolves incidents as quickly as possible.

A. Find ways to employ analysts that speak all the languages that will require support services.

B. Ask management for funds to train all your analysts in the languages that will be required by the project.

C. Interview each analyst to determine whether your analysts want to take international calls.

D. Use industry best practice as a benchmark and study successful companies that provide similar services.

A. Emphasise the details of the customers concerns.

B. Offer several options for the customer to choose from.

C. Seek clarity on the source of issues or problems.

D. Maintain a strong and assertive stance towards the customer.

A. Determining the tasks undertaken by your staff.

B. Determining the most effective assignment of staff to meet SLA requirements.

C. Determining shift preferences of your staff.

D. Determining the number of staff.