Technical management

IT operations management

Request fulfilment

Applications management

A function responsible for facilities management and building control systems

A function that provides hardware repair services for technology involved in the delivery of service to customers

Senior managers responsible for all staff within the technical support function

A function that includes providing technical expertise and overall management of the IT infrastructure

All of the above

3 and 4 only

2 and 4 only

2 only

All of the above

1, 2 and 3 only

2 and 4 only

3 and 4 only

Defining where the vendor of an application should be located

Ensuring that the required functionality is available to achieve the required business outcome

Deciding who the vendor of storage devices will be

Agreeing the service levels for the service supported by the application

Service level management

IT operations management

Capacity management

Incident management

The desk is co-located within or physically close to the user community it serves

The desk uses technology and other support tools to give the impression that multiple desk locations are in one place

The desk provides 24 hour global support

There is a single desk in one location serving the whole organization

All of the above

1 and 3 only

1 and 2 only

2 and 3 only

The ability to keep services highly available to meet the business needs

A set of specialized organizational capabilities for providing value to customers in the form of services

A complete set of all the documentation required to deliver world class services to customers

An internationally recognized methodology to provide valuable services to customers

Proprietary knowledge may be difficult to adopt, replicate or transfer since it is often undocumented

Public frameworks are always cheaper to adopt

Public frameworks are prescriptive and tell you exactly what to do

Proprietary knowledge has been tested in a wide range of environments