On the future state you may discuss by answering the following questions: Predicting the impact, the service desk industry trends and direction will have on the support industry. How can support industry respond to these trends and satisfy the need of their increasingly demanding customers while at the same time maintaining costs? Requirements Total Mark Discussion that covers the current state. /13 Discussion that covers the future state. /13 26 Conclusion /4 4 Presentation /10 /2 The presentation slide /4 Delivery (verbal and nonverbal mannerisms) /4 Factual knowledge (understanding what you are talking about in your discussions) Activity 1: Total 40 Marks ART C [Marks: 10)