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

What might your Service Desk do to build a good a relationship with its users?

Options :

A : Produce detailed SLA reports

B : Regularly hit 99.6% system availability

C : Deliver consistent service levels

D : Maintain a formal distance from users

Answer: C

Question 3

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 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 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