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NEW QUESTION 86
Which three are required activities for a service desk manager when undertaking the financial management of the Service Desk?
(Choose 3)
- A. Stocks and Bonds calculations.
- B. Unit costs calculations and analysis.
- C. Staffing policies and procedures.
- D. Return on investment calculations.
- E. Budgeting calculations.
Answer: B,D,E
NEW QUESTION 87
What are three activities to take when developing the IT Service Continuity management process?
(Choose 3)
- A. Undertake a business impact assessment.
- B. Implement stand-by procedures.
- C. Determine the strategy.
- D. Perform risk analysis.
Answer: A,C,D
NEW QUESTION 88
Your team is expected to resolve most incidents and problems themselves without sending deskside personnel to support the customer. However, there are occasions when the team needs to offer deskside support. What is the best reason for using deskside support?
(Choose 1)
- A. Your team is unsure of how to resolve the problem.
- B. Your team cannot resolve the problem using remote support methods.
- C. Your team is short-staffed due to training commitments.
- D. Your team should be more visible in the company.
Answer: B
NEW QUESTION 89
Which measure would not be attributable to Incident Management?
(Choose 1)
- A. Cost per incident.
- B. Error control.
- C. SLA performance.
- D. First contact resolution on the Service Desk.
Answer: B
NEW QUESTION 90
What are three critical success factors for Incident management?
(Choose 3)
- A. Processes are adhered to.
- B. The cost of the new call management system is proven.
- C. All incident logs contain greater detail.
- D. Consistency in service quality.
- E. Service level requirements are known and understood.
Answer: A,D,E
NEW QUESTION 91
Customers seem reluctant to engage with SLAs. What two arguments can you use to convince them to become involved?
(Choose 2)
- A. SLAs allow customers the opportunity to criticise IT.
- B. SLAs will improve working relationships.
- C. IT can always deliver what customers want.
- D. IT can prioritise resources to address specific requirements.
- E. IT will become more streamlined.
Answer: B,D
NEW QUESTION 92
What is the primary benefit of monitoring incidents in the Service Desk?
(Choose 1)
- A. Monitoring incidents keeps problems to a minimum.
- B. Monitoring incidents keeps track of important customers.
- C. Monitoring incidents allows you to address situations proactively.
- D. Monitoring incidents allows you to react quickly to unforeseen situations.
Answer: C
NEW QUESTION 93
What is the primary objective of workforce management?
(Choose 1)
- A. To undertake comprehensive research into the workforce management practices of top service organisations.
- B. To undertake and structure organisational change.
- C. To reduce headcount.
- D. To identify the resourcing requirements needed to meet demand and achieve goals.
Answer: D
NEW QUESTION 94
What problem are you most likely to encounter when computer telephony integration is integrated with an incident management system?
(Choose 1)
- A. The customer may become confused by the number of options offered.
- B. The screen layouts may be unpopular with support staff.
- C. The Service Desk may not be able to take calls from certain customers.
- D. The call handling process may become slower..
Answer: D
NEW QUESTION 95
Which process within the Service Desk focuses on capturing, structuring, and sharing information?
(Choose 1)
- A. Problem management.
- B. Change management.
- C. Incident management.
- D. Knowledge management.
Answer: D
NEW QUESTION 96
What is the best description of release management?
(Choose 1)
- A. Release management is a process that tracks all of an organisations property and resources using change management.
- B. Release management is the capture and reuse of business and technical information.
- C. Release management is a subset of change management that relates to hardware and software updates, upgrades, or rollouts.
- D. Release management is concerned with tracking and resolving incidents related to new products or product upgrades.
Answer: C
NEW QUESTION 97
What type of survey is the most appropriate to use in order to understand customer satisfaction levels after a software update?
(Choose 1)
- A. An ongoing survey.
- B. A periodic survey.
- C. A one-off survey.
- D. An e-mail survey.
Answer: C
NEW QUESTION 98
What is the primary advantage of using remote support?
(Choose 1)
- A. Remote support removes all responsibility for solving problems from the customer.
- B. Remote support decreases the number of analysts needed to support customers.
- C. Remote support reduces the overall cost of support.
- D. Remote support allows the customer to solve problems without contacting an analyst.
Answer: C
NEW QUESTION 99
What is a key element of the coaching process?
(Choose 1)
- A. Encouraging a team ethos in the individual.
- B. Encouraging participation by using open questions.
- C. Pushing the individual to admit weak areas.
- D. Schedule a follow-up meeting for a years time.
Answer: B
NEW QUESTION 100
What is the key benefit of telephone support?
(Choose 1)
- A. It tells you about the customers emotional state.
- B. It provides an effective barrier against emotions.
- C. It is faster than self-service.
- D. It minimises the need for desk side support.
Answer: A
NEW QUESTION 101
What is the most accurate description of staffing?
(Choose 1)
- A. Ensuring that unplanned absences are allowed for in the rota.
- B. Ensuring that you staff according to the objectives of ITSM.
- C. Ensuring that shifts all have the same number of staff.
- D. Ensuring that adequate staff are available to provide IT services as defined in the SLA.
Answer: D
NEW QUESTION 102
Which would be a characteristic of an effective mentor?
(Choose 1)
- A. A good mentor is able to get into an individuals psyche.
- B. A good mentor able to inspire the individual.
- C. A good mentor takes time to understand the individuals life goals.
- D. A good mentor is able to listen and keep quiet for long periods.
Answer: C
NEW QUESTION 103
What are two of the best reasons for recording and analysing Service Desk metrics?
(Choose 2)
- A. Metrics are used to assess the number of changes planned.
- B. Metrics are used to provide justification for salary increases.
- C. Metrics are used to determine scheduling needs.
- D. Metrics are used to provide information to management.
Answer: C,D
NEW QUESTION 104
Which metric would management expect to see and use from configuration management?
(Choose 1)
- A. Number of unauthorised CIs.
- B. Number of CIs against SLAs.
- C. Total number of CIs.
- D. Number of incidents logged against CIs.
Answer: A
NEW QUESTION 105
You are giving a presentation to other support teams that explains why your service desk is implementing a Customer Satisfaction Survey programme. What two techniques should you use to ensure that your audience is engaged with what you are telling them?
(Choose 2)
- A. Describe a possible scenario for the situation three months after the survey.
- B. Ask them some open questions.
- C. Provide tea and biscuits for them.
- D. Tell them that they will not be involved - directly or indirectly.
Answer: A,B
NEW QUESTION 106
What is a best practice to follow when you are taking actions that will affect other departments or teams?
(Choose 1)
- A. Make a presentation to other teams letting them know what you have done.
- B. Implement your ideas as soon as you have decided on the best course of action.
- C. Give serious consideration to what people will think of you if your ideas do not work.
- D. Discuss with other managers to identify the possible effects of your actions on others.
Answer: D
NEW QUESTION 107
What is the best description of organisational change management?
(Choose 1)
- A. Organisational change management is a process designed to carry out changes to the organisations structure in a co-ordinated and project-based manner.
- B. Organisational change management is a standard that guides development activities.
- C. Organisational change management is a strategic, integrated management system for achieving customer satisfaction.
- D. Organisational change management is the process designed to analyse activities to reduce or eliminate certain activities or costs.
Answer: A
NEW QUESTION 108
Which is the best tool for tracking the number of abandoned calls to the Service Desk?
(Choose 1)
- A. Automatic call distributor.
- B. Incident log.
- C. Knowledgebase.
- D. Call management system.
Answer: A
NEW QUESTION 109
What is the best description of the role of computer telephony integration?
(Choose 1)
- A. Computer telephony integration enables universal call routing of multiple contact methods.
- B. Computer telephony integration facilitates the efficient processing of customer contacts.
- C. Computer telephony integration combines e-mail and voice mail into a common inbox.
- D. Computer telephony integration provides instant online access to voice and data systems.
Answer: B
NEW QUESTION 110
What are two best practices for retaining valuable members of your team?
(Choose 2)
- A. Let members of your team figure out the job for themselves.
- B. Provide your employees with a clear career path.
- C. Pay better than the industry average for the position.
- D. Avoid criticising the members of your team and praise regularly.
Answer: B,C
NEW QUESTION 111
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