Use the data in Scenario 2.5 to answer this question. If the rating factor is 10% and the allowance is 15%, what is the standard process time?
A) 110.69 seconds
B) 82.62 seconds
C) 109.27 seconds
D) 95.02 seconds
A
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Which term is synonymous with the New Media Tradition?
a. The New Age b. First Media Age c. Digital Tradition d. Social Media Age
____ is a typical activity included in service management and improvement.
A. Monitoring the network for sign of degradation and communicating status to customers B. Participating in the negotiation of SLAs and monitoring performance to ensure that the service desk is meeting its commitments C. Ensuring that analysts can quickly and easily retrieve information from the knowledge management system D. Evaluating and selecting new support technology to ensure it meets existing standards
Account for varying levels of formality and _____________ across cultures
a. stereotyping b. diversity c. access d. personal distance
If a company deals with violations of its ethical codes ____, the opportunity to be unethical will be reduced.
A. leisurely and lightly B. firmly and consistently C. on a case-by-case basis D. quietly and erratically E. frequently and severely