Question 1

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 2

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

Question 3

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 4

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 5

You have recently been promoted to Service Desk Manager and you are keen to show how much you

wish to succeed in this role. Which statement best describes some of the skills that will help you to

succeed?

Options :

A : Excellent influencing skills, exemplary debating and creative writing skills

B : A University Degree in Computer Sciences and strong negotiating skills

C : Strong team building skills, excellent people-management and communication skills

D : Time management skills excellent technical and analytical skills

Answer: C

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