Question: need answer Save Answer Scenario: A Service Level Manager requires that the internal Service Desk answers 90% of customer calls within 10 seconds. Questions: a.

need answer

Save Answer Scenario: A Service Level Manager requires that the internal Service Desk answers 90% of customer calls within 10 seconds. Questions: a. In what document of ITIL v3 would the Service Desk's agreement for this requirement b recorded? List at least 3 other pieces of information that the document should contain. marks] b. Why is the document that you identified in (a) above important to services management? marks]

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