Question 1

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 2

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

Question 3

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 4

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 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