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Question 1

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 2

Which of these options is NOT considered to be proper Short Message Service (SMS) and

Instant Messaging (IM) etiquette?

Options :

A : Avoiding the use of abbreviations and emoticons

B : Avoiding the use of punctuation and single word phrases

C : Writing clear and concise messages

D : Taking time to review your message before sending

Answer: B

Question 3

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 4

Which of these options forms part of the Problem Management process?

Options :

A : A CAB meeting

B : Trend analysis

C : A Major Incident review

D : Functional Escalation

Answer: B

Question 5

What might your Service Desk do to build a good a relationship with its users?

Options :

A : Produce detailed SLA reports

B : Regularly hit 99.6% system availability

C : Deliver consistent service levels

D : Maintain a formal distance from users

Answer: C