Max Has Been Hired as a Consultant to Help Revamp

question 24

Multiple Choice

Max has been hired as a consultant to help revamp the procedures that the IT department uses. He sees a lot of things that they are doing correctly, but sees that the information in the trouble tickets is severely lacking of detail. Which of the following systems would Max most likely recommend putting into place that could have been populated from ticket information if it had been there?

• A) CMDB
• B) Knowledge base
• C) Content management system
• D) Customer relationship management system

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Definitions:

Integrative Conflict

A conflict resolution approach that involves finding solutions that satisfy the needs and interests of all parties involved.

Superordinate Goals

Attractive outcomes that can be achieved only by collaboration.

Collaboration

The act of working together with one or more people in order to achieve a common goal or project.

Assertive

Being confident and bold in stating one’s demands or opinions without being aggressive.