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

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 5

Which of these options is NOT considered to be proper Short Message Service (SMS) and

Instant Messaging (IM) etiquette?

Options :

A : Avoiding the use of abbreviations and emoticons

B : Avoiding the use of punctuation and single word phrases

C : Writing clear and concise messages

D : Taking time to review your message before sending

Answer: B