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Question 1

Which option is a benefit of using self-help?

Options :

A : It allows users to resolve some incidents at any time

B : It gives users the opportunity to become technical experts

C : It avoids the inconvenience of telephone handling

D : It give users the ability to self-diagnose their incidents in future

Answer: A

Question 2

Which activity is part of Change Management?

Options :

A : Trend Analysis

B : Approval and scheduling

C : User acceptance testing

D : Business analysis

Answer: B

Question 3

You are re-branding your Help Desk into a Service Desk. How do you convince an old hand in

the team to change their approach and start using a standard greeting? Explain to them that:

Options :

A : It will demonstrate that the new management are in control of the group

B : A standard greeting ensures that users cant control the calls

C : VIPs will get the same level of service as other users

D : The reputation of the new group will be enhanced

Answer: D

Question 4

What is a VPN?

Options :

A : A public virtual network for safe multi-user access

B : A private virtual network for safe remote user access

C : A public network for safe network access for users

D : A private network for individual virtual users

Answer: B

Question 5

Which of these is NOT a valid option for sourcing?

Options :

A : Near-shoring

B : Internal-outsourcing

C : Right-sourcing

D : Cross-sourcing

Answer: D