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Question 2: The success of Service Operation phase is based on some importantCritical Success Factors.From the options below, which would bethe most important for Service Operation?
A. Management support for using phase Business support to ensure users use Service Desk as little
aspossible Champions to drive process usage Staffing and retention of Service Desk Service
management usage Suitable tools - especially Incident Management Measurement and reporting of
capacity
B. Management support for setting up phase Business support to ensure users call Service Desk
Champions to lead process implementation Staffing and retention of Service Desk Service
management training Suitable tools Measurement and reporting of usage
C. Management support for setting up SD Business support to ensure users call Service Desk
Champions to lead Service Support Staffing and retention of Service Desk Service management
understanding Suitable tools - especially Service Desk Measurement and reporting
D. Management support for setting up phase Business support to ensure users use Service Desk
Champions to lead process implementation Staffing and retention of Service Desk Service
management training Suitable tools - especially Service Desk Measurement and reporting
Correct Answer: D
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