____ skills include basic computer and software literacy.
A. Business
B. Technical
C. Computer
D. Service desk
Answer: B
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The lag between when a change in policy is decided and when it is put into action is referred to as the _____ lag.
A. implementation B. recognition C. effectiveness D. decision
Which one of the following represents all that is known about a situation?
A. Exploratory methods D. Communication audit B. Stakeholder analysis E. Situation analysis C. Scientific methods
Activities which can take place at the same time are termed
A. Parallel activity. B. Critical path. C. Independent activity. D. Merge activity. E. Burst activity.
Customers determine overall service quality using all of the following dimensions except
A. reliability. B. responsiveness. C. acceptability. D. empathy. E. assurance.