Question 1

Which activity is part of Change Management?

Options :

A : Trend Analysis

B : Approval and scheduling

C : User acceptance testing

D : Business analysis

Answer: B

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

Which of these options is NOT a common technology used by the Service Desk?

Options :

A : Automated Call Distribution (ACD)

B : Instant Messaging (IM)

C : Application sizing software

D : Self-help systems

Answer: C

Question 4

Which of the options best describes why confidentiality is important?

Options :

A : It protects the Service Desk Analyst from any embarrassment

B : It protects the user and company from cold calling

C : It protects the user and company from information abuse

D : It protects identity information

Answer: C

Question 5

Which of these is NOT a valid option for sourcing?

Options :

A : Near-shoring

B : Internal-outsourcing

C : Right-sourcing

D : Cross-sourcing

Answer: D

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