Question 1

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 2

Which of these wouldT be a key objective of electronic support delivery tools in a Service Desk

environment?

Options :

A : It is cost effective

B :

It leads to fewer escalated calls

C : It enables users to learn how to resolve certain Incidents

D : It enables second and third level support teams to be less involved with simple problems

Answer: D

Question 3

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 4

Which of these options best describes a benefit of benchmarking?

Options :

A : It facilitates the Service Desk recruitment process

B : It facilitates the creation of Service Desk teams

C : It facilitates the creation of Service Desk disciplinary processes

D : It facilitates Service Desk best practices

Answer: D

Question 5

Which statement best describes the difference between Reactive Problem Management and

Proactive Problem Management?

Options :

A :

Reactive Problem Management is concerned with solving problems in response to Known Errors;

Proactive Problem Management is concerned with identifying quick fixes

B :

Reactive Problem Management is concerned with solving problems in response to one or more

Incidents; Proactive Problem Management is concerned with identifying underlying Problems

C :

Reactive Problem Management is concerned with analysing and trending Incident records; Proactive

Problem Management is concerned with solving problems in response to one or more Incidents

D :

Reactive Problem Management is concerned with eliminating root causes; Proactive Problem

Management is concerned with identifying future business needs

Answer: B