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____ certifications include Foundation, Intermediate, Expert, and Master, and they enable individuals to contribute to efforts to improve the quality of IT services and IT service management processes.

True service desk experts take the time and energy to continually update and improve their knowledge and skills.

Two reasons that it is necessary to periodically review the incident management system data are to ensure that the service desk analysts are documenting the incidents correctly and that level two service providers are documenting resolutions correctly.

Most unhappy customers tell companies about their dissatisfaction either in a written or verbal manner

If a service desk analyst is unable to resolve an incident, he or she should ____.

Bob is a 40 year old male who has an appointment with his family nurse practitioner today for a complaint of a large, red, painful lump on his skin, with multiple follicular openings.  What is the likely diagnosis?

The family nurse practitioner is treating a patient with mild eczema.  He wants to choice a topical corticosteroid with the lowest potency.  Which of the following corticosteroids has the least potency? 

____ provide the information that the service desk needs in order to know whether they are continually improving

The mnemonic for characteristic features of melanoma is as follows: ABCDE which stands for:

Dunphy, Winland-Brown, Porter and Thomas list the complementary therapies suggested for acne vulgaris as: Select all that apply