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In most companies, the status of an incident is set to ____ when a level one or two analyst delivers a solution. .  

Proactive service desks ____.

Your patient’s CT scan reveals a renal stone of 9 mm.  He asks you if he will be able to pass this stone on his own.  Your best reply would be: “It may be possible for you to pass this stone on your own, but I will be referring you to a urologist to monitor you closely.”

In order to reduce stress and the possibility of getting injured on the job, service desk analysts can ensure that they are ready to react to whatever comes their way.  

Job trading involves working side-by-side with another person in an effort to understand and potentially learn that person’s job.

Some service desk managers recommend that analysts take a quick look in the mirror before they answer the phone to ensure that they have a relaxed and pleasant facial expression.

Glucose levels must be strictly controlled in diabetic patients to slow the progression of renal damage.  The target hemoglobin A1c desired in this patient population is:  less than 7%.

One of the main benefits of analyzing data is to find out who is making mistakes and then take the proper corrective action.

How completely and accurately services are delivered is called ____.

To avoid injuries, it is recommended that analysts keep their elbows bent between 90 and 120 degrees when typing.