Question 1

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 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 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 4

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 5

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