Question 1

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 2

Which of these options best defines mentoring?

Options :

A : Life and relationship counselling

B : Job-related advice and guidance

C : Person-to-person support

D : Career development from a professional coach

Answer: B

Question 3

You need to write a business case for your new ITSM software system; which key element is it

appropriate to include?

Options :

A : A clear list of potential savings

B : The impact on board members oft buying the software

C : An ROI report on the technical and operational benefits

D : A specification for a CMDB

Answer: A

Question 4

Which of these options would be a typical feature of an On-going survey?

Options :

A : It is carried out on a six monthly cycle

B : It is executed as soon as possible after a call is closed

C : It is conducted with a minimum of 10 questions to be comprehensive

D : It is designed to show longer term trends in customer satisfaction

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

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