A. A Service Desk can best provide value to the company by using self-service technology.
B. A Service Desk can best provide value to the company by overseeing change management.
C. A Service Desk can best provide value to the company by implementing incident and problem management processes.
D. A Service Desk can best provide value to the company by becoming business centric.
A. Knowledgebase.
B. Incident log.
C. Automatic call distributor.
D. Call management system.
A. IT configuration management facilitates the Service Desks task of re-allocation and reuse of equipment and licenses.
B. IT configuration management enables the Service Desk to purchase more IT equipment.
C. IT configuration management means that the Service Desk is more likely gain certification status.
D. IT configuration management sets the Service Desk apart from other departments.
A. Business Impact Assessment.
B. Updating ongoing operational procedures.
C. Appointment and training of fire marshals.
D. Implementing standby arrangements.
E. Finding the correct offsite backup storage location.
A. Ask for information about calls from other staff.
B. Record the call.
C. Review escalation records.
D. Check the incident logs.
A. A SWOT helps you identify areas for growth for your team.
B. A SWOT provides an opportunity to hold regular meetings with your team.
C. A SWOT enables you to identify incentives that are attractive to your team.
D. A SWOT helps you identify marketing opportunities as it shows the teams strengths.
A. Adjusting expectations as needed.
B. Ensuring that all shifts are staffed equally.
C. Gaining support for your plans from the Company Accountant.
D. Working out precise details for IT continuity situations.
A. Visualise your next management position.
B. Undertake a gap analysis.
C. Delegate responsibility for each phase of an initiative.
D. Undertake a risk analysis for each phase of an initiative.
A. Assure staff that they will be alright.
B. Empathise with your team members.
C. Advise staff that big changes are imminent.
D. Tell staff absolutely everything you know about the situation.
A. Control your own working time and environment.
B. Practice formal time management.
C. Stick to your strengths and positive attributes.
D. Take on projects that are outside your comfort zone.
A. Determining the number of staff.
B. Determining the tasks undertaken by your staff.
C. Determining shift preferences of your staff.
D. Determining the most effective assignment of staff to meet SLA requirements.
A. Self-service tools improve the rapport between customers and analysts.
B. Self-service tools keep customers dependent on the Service Desk.
C. Self-service tools encourage more customers to call for support.
D. Self-service tools provide consistent responses to repetitive requests.
A. Customer satisfaction surveys demonstrate to senior management that the Service Desk is in demand.
B. Customer satisfaction surveys establish a basis for future pay rises.
C. Customer satisfaction surveys identify what customers feel is important.
D. Customer satisfaction surveys determine if the Service Desk is following the SLA.
A. They have found a new member of the team sitting at their desk.
B. They are experiencing personal problems at home.
C. The Service Desk is on the 3rd Floor and there is no lift.
D. They cycle to work through heavy traffic.
