Creating a standard opening or closing to an e-mail is an example of using a template.
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Q8: On a service desk with hours from
Q9: Simultaneous screen transfer is a function that
Q10: If services such as ANI, DNIS, and
Q11: With the increased availability of more complex
Q12: When using e-mail, service desks often use
Q14: For service desks that use e-mail as
Q15: One of the reasons that the Web
Q16: By logging all incidents and service requests,
Q17: If an organization wants an ITIL-compatible tool
Q18: Companies tend to change their incident management
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