Question 1

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 2

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

Question 3

Which of these options can be achieved using Computer Telephony Integration (CTI)?

Options :

A : Incident popping

B : Screen management

C : Call screening

D : Screen popping

Answer: D

Question 4

Which is the most useful question to consider when providing a risk status update?

Options :

A : Can the risk be logged as a Problem?

B : Is the risk getting worse or better?

C : Can the Service Desk pass the risk to Change Management yet?

D : Has Release Management beentified yet?

Answer: B

Question 5

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