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NEW QUESTION: 1
Why is it important for Service Providers to provide documents and records?
A. to ensure employeesare aware of the relevance and importance of their work activities
B. It is part of the requirements (evidence) to become ISO/IEC 20000 compliant.
C. to be able to uniquely identify and record all Configuration Items (CIs) in the Configuration Management Database (CMDB)
D. to ensure effective planning, operation and control of Service Management
Answer: D
Explanation:
A. Incorrect. Producing documents should never be a goal solely to become ISO/IEC 20000 compliant.
B. Incorrect. This is part of Configuration Management.
C. Correct. To manage Service Management, documents and records are needed. As a result, the Service Provider has evidence that it is in control. Producing documents should never be a goal solely to become ISO/IEC 20000 compliant.
D. Incorrect. This is part of competence, awareness and training and is not relevant to documentation.
NEW QUESTION: 2
Universal Containers' contact center manager needs to measure the following metrics:
* Agent productivity
* Customer satisfaction
Which report should a consultant recommend? (Choose 2)
A. Escalation rate
B. Average speed to answer
C. First contact resolution
D. Average handle time
Answer: C,D
NEW QUESTION: 3
A. one to many
B. 01 00 xx xxxxxxx
C. 02 xx xxxxxxx
D. one to one
E. 01:00:5E:xx:xx:xx
Answer: A,E
Explanation:
Explanation
Explanation
The Internet authorities have reserved the multicast address range of 01:00:5E:00:00:00 to 01:00:5E:7F:FF:FF for Ethernet and Fiber Distributed Data Interface (FDDI) media access control (MAC) addresses.