When a Service Desk Is Moving from a Reactive State

Multiple Choice

When a service desk is moving from a reactive state to a proactive one ____.

A) a systematic plan will enable this transformation to take place very quickly and efficiently
B) setting up efficient processes is not important; collecting data is critical to the success of the transformation
C) management should assume that service desk analysts understand the importance of gathering information
D) service desk management may encourage analysts to capture data to gain senior management's trust