Question 1

You are re-branding your Help Desk into a Service Desk. How do you convince an old hand in

the team to change their approach and start using a standard greeting? Explain to them that:

Options :

A : It will demonstrate that the new management are in control of the group

B : A standard greeting ensures that users cant control the calls

C : VIPs will get the same level of service as other users

D : The reputation of the new group will be enhanced

Answer: D

Question 2

How best might you use silent time during a call?

Options :

A :

By reviewing with the user whats happened with the call so far

B : By clearly identifying whether this is a Service Desk issue

C :

By asking about the users emotional state

D : By describing the detail of the behind-the-scenes support process

Answer: A

Question 3

What is the difference between a desktop system and a server?

Options :

A : A server is used only for emails, a desktop system can be used by many people

B : A desktop system is a single user system, a server is used by many users

C : A server has a short life-expectancy, a desktop system has a long life-expectancy

D : A desktop system is a two-person workstation, a server is for one person only

Answer: B

Question 4

A primary responsibility of the Service Desk is to

Options :

A : Manage Major Incidents

B : Act as the resolver for all users Incidents and Service Requests

C : Resolve Problems

D : Acknowledge and record all Incidents and Service Requests

Answer: D

Question 5

Which option is a benefit of using self-help?

Options :

A : It allows users to resolve some incidents at any time

B : It gives users the opportunity to become technical experts

C : It avoids the inconvenience of telephone handling

D : It give users the ability to self-diagnose their incidents in future

Answer: A