Question 1

Which of the following is a Problem Management activity?

Options :

A : Reactive support

B : Error Control

C : SLA analysis

D : First contact resolution

Answer: B

Question 2

You are tasked with delivering a presentation to your senior management team on the topic of The

New, Improved Service Desk. What is a key point to remember when preparing this presentation?

Options :

A : Senior management is always interested in IT Service Management

B : The language of the boardroom is the most appropriate way to speak

C : The use of technological terms is quite acceptable

D : The visual aids should be packed with information

Answer: B

Question 3

Which of these options is a step in the resource-scheduling process?

Options :

A : Determining staffing requirements based on projected volume and service levels

B : Setting staff schedules to fit with individual start/finish times

C : Ensuring 24 hour shift staffing is at a standard level

D : Providing an accurate call volume forecast for every shift and person

Answer: A

Question 4

Which of these options would you consider to be the most important to support right-sourcing?

Options :

A : Appropriate premises

B : Contract staff

C : Geographic location

D : Processes and procedures

Answer: B

Question 5

Why do we need OLAs?

Options :

A : To provide business-level reporting

B : To demonstrate service quality

C : To ensure that IT teams meet SLAs

D : To tie down all the IT parties to contracts

Answer: C