Question 1

Which one of these options would be a feature of effective management?

Options :

A : Delivery of work as required

B : High levels of personal care

C : Strict adherence to processes

D : Focus on tactical goals

Answer: A

Question 2

Which of these options best describes common technologies used by the Service Desk?

Options :

A : PBX, ITIL and IVR

B : AVR, E-talk and Wikis

C : E-Mail, Blogs, SLAs

D : IM, KPIs and AVR

Answer: B

Question 3

Identify one of the Service Desks responsibilities in its relationship with the IT Service Continuity

Management process

Options :

A : It develops a Service Desk Disaster Recovery Plan in order to provide support post emergency

B : It ensures that the Service Continuity Plan is regularly tested

C : It ensures that the off-site disaster recovery location is adequately assessed for risk

D : It develops Data Continuity Plans to support the Disaster Recovery Plan

Answer: A

Question 4

Which of these options is a key benefit of IT Service Continuity Management?

Options :

A : Potential lower insurance premiums

B : Improved management of issues

C : An increase in potential lost revenue

D : A reduction in the number of repeat Incidents

Answer: A

Question 5

As a Service Desk manager, which of these options would you suggest is a way for you to contribute

to IT and business objectives?

Options :

A : Tell management about every Incident that occurs

B : Provide suggestions on how to improve IT services

C : Identify new business opportunities

D : Market the successes of the IT organisation

Answer: B