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質問 95
What is the best way to prepare your Support Team to manage international calls?
(Choose 1)
- A. Interview each analyst to determine whether your analysts want to take international calls.
- B. Find ways to employ analysts that speak all the languages that will require support services.
- C. Ask management for funds to train all your analysts in the languages that will be required by the project.
- D. Use industry best practice as a benchmark and study successful companies that provide similar services.
正解: D
質問 96
What is the most important benefit of benchmarking?
(Choose 1)
- A. Benchmarking identifies ways of reducing headcount.
- B. Benchmarking justifies requesting additional money for the budget.
- C. Benchmarking provides the basis for improvement initiatives.
- D. Benchmarking removes the risk of outsourcing.
正解: C
質問 97
Which is an effective method for monitoring calls?
(Choose 1)
- A. Check the incident logs.
- B. Record the call.
- C. Review escalation records.
- D. Ask for information about calls from other staff.
正解: B
質問 98
What is the best description of benchmarking in a Service Desk?
(Choose 1)
- A. Benchmarking is allowing your support staff to determine the method it will use to provide service.
- B. Benchmarking is determining whether the knowledge base is complete and filling in any gaps.
- C. Benchmarking is a marketing tool that increases the Service Desks visibility to its customers.
- D. Benchmarking is a comparative study of the Service Desks performance against comparable organisations.
正解: D
質問 99
What is the best reason for having security policies in a Service Desk?
(Choose 1)
- A. Security policies ensure that security is everyones concern.
- B. Security policies are required by IT management.
- C. Security policies protect the company and customers from unauthorised access.
- D. Security policies safeguard the Service Desks staff from liability.
正解: C
質問 100
Which of the following best describes error control?
(Choose 1)
- A. Identifying underlying causes of incidents.
- B. Identifying errors to be addressed by Change Management.
- C. Managing the error process.
- D. Proactive management of problems.
正解: B
質問 101
What is the most likely advantage of off-site outsourcing?
(Choose 1)
- A. Off-site outsourcing increases capital expenditure and headcount.
- B. Off-site outsourcing reduces capital expenditure and increases headcount.
- C. Off-site outsourcing reduces capital expenditure and headcount.
- D. Off-site outsourcing increases capital expenditure and reduces headcount.
正解: C
質問 102
When recruiting new members for your team, what are two of the actions you should undertake to ensure that your recruitment strategy is effective?
(Choose 2)
- A. Ensure the age and gender balance is equal.
- B. Offer a low starting salary but describe a possible career path.
- C. Make sure job descriptions are accurate.
- D. Perform a gap analysis of your team.
- E. Recruit staff who are younger than you.
正解: C,D
質問 103
You are the Service Desks manager and you have been tasked to develop an operational level agreement. With which group are you most likely to be negotiating this agreement?
(Choose 1)
- A. Senior management.
- B. A first level support team.
- C. Another internal support team.
- D. A customer focus group.
正解: C
質問 104
What is a typical operational metric that is an output of Configuration Management?
(Choose 1)
- A. How many CIs each department has.
- B. The cost of CIs arranged by department.
- C. How many CIs identified that are not authorised.
- D. How many CIs relate to each IT system.
正解: C
質問 105
What are two of the best reasons for recording and analysing Service Desk metrics?
(Choose 2)
- A. Metrics are used to provide justification for salary increases.
- B. Metrics are used to determine scheduling needs.
- C. Metrics are used to assess the number of changes planned.
- D. Metrics are used to provide information to management.
正解: B,D
質問 106
Which statement best describes two basic components of problem management?
(Choose 1)
- A. Document control and service control.
- B. Knowledge control and time control.
- C. Change control and incident control.
- D. Error control and problem control.
正解: D
質問 107
What are three advantages of using self-service tools in a Service Desk?
(Choose 3)
- A. Self-service tools allow customers to access support at any time.
- B. Self-service tools allow the Service Desk to be open for fewer hours.
- C. Self-service tools allow for cost-effective service provision.
- D. Self-service tools allow customers greater independence.
- E. Self-service tools allow the Service Desk to reduce its headcount.
正解: A,C,D
質問 108
What are two critical success factors for Problem management?
(Choose 2)
- A. The impact of problems on business activity is eliminated.
- B. The proper classification of incidents is consistent.
- C. The cost of IT to the business is reduced.
- D. The cost of IT to the business is justified.
- E. The quality of service is stabilised.
正解: B,C
質問 109
What are two key reasons for undertaking a gap analysis of your current operational practices?
(Choose 2)
- A. Recognising that the current levels of service are better than expected.
- B. Suggesting where improvements could be made.
- C. It is more effective than performing a cost benefit analysis.
- D. Identifying the desired state.
正解: B,D
質問 110
If your team is performing effectively, which three of these characteristics should they display?
(Choose 3)
- A. A clear sense of fun and community.
- B. Involvement in decisions.
- C. A clear sense of dedication and purpose.
- D. A wide range of emotions.
- E. A broad mix of skills.
- F. High morale and motivation.
正解: B,C,F
質問 111
What is the best explanation of strategic planning?
(Choose 1)
- A. A long-term vision of what an organisation needs to achieve in order to meet its objectives.
- B. Development of corporate strategies for promotion of services.
- C. The detailed plan for achieving the objectives set by the strategic plan.
- D. Medium-term projects that are necessary to enable realisation of the long term projects.
正解: A
質問 112
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