1. Identify strategies that change leaders use or could have used to help people work their way through different phases?
2. Can anyone learn how to be an effective manager? Or are some people simply not cut out for that role? Do you think you can still have career success if you are unwilling or unable to manage a team?
3. The ITIL service delivery process area that defines the standard turn-around-times (TATs) for reported problems based on the severity of the issues is called:
a. Service continuity management
b. Service level management (or SLAs)
c. Availability management
d. Capacity management