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

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 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

Typically, what might a vision statement identify for the Service Desk?

Options :

A : Short-term goals

B : Medium-term objectives

C : Long-term goals

D : Ongoing operational objectives

Answer: C

Question 5

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