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%.

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.

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.

In women, approximately 80% to 90% of cases of uncomplicated UTI are a result of:  Escherichia coli

Certification, coupled with ____, is what is most valued in today’s competitive job market.

The objective of ____ is to restore service as quickly as possible.

When Web support sites are well-designed ____.

perform little trend analysis as they have a significant amount of incidents and service requests to handle