Question 1

Your team always tries to follow the Incident Management process correctly. How does this best

benefit both IT and the organisation?

Options :

A : It facilitates easier Change Management

B : It creates an effective SKMS

C : It minimises the need for user/Service Desk contact

D : It gets people back to work quickly

Answer: D

Question 2

What is the best way for an SDA to enhance the image of the Service Desk?

Options :

A : Dress to reflect your professionalism

B : Ensure users are aware that the Service Desk is the key component in IT

C : Provide accurate information to users without denigrating other teams

D : Advise users of resolutions via the weekly Service Desk email

Answer: C

Question 3

Which of these options forms part of the Problem Management process?

Options :

A : A CAB meeting

B : Trend analysis

C : A Major Incident review

D : Functional Escalation

Answer: B

Question 4

What is a VPN?

Options :

A : A public virtual network for safe multi-user access

B : A private virtual network for safe remote user access

C : A public network for safe network access for users

D : A private network for individual virtual users

Answer: B

Question 5

Which activity is part of Change Management?

Options :

A : Trend Analysis

B : Approval and scheduling

C : User acceptance testing

D : Business analysis

Answer: B