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Question 1

What is the difference between a desktop system and a server?

Options :

A : A server is used only for emails, a desktop system can be used by many people

B : A desktop system is a single user system, a server is used by many users

C : A server has a short life-expectancy, a desktop system has a long life-expectancy

D : A desktop system is a two-person workstation, a server is for one person only

Answer: B

Question 2

Which of the options best describes why confidentiality is important?

Options :

A : It protects the Service Desk Analyst from any embarrassment

B : It protects the user and company from cold calling

C : It protects the user and company from information abuse

D : It protects identity information

Answer: C

Question 3

What is the best way for an SDA to enhance the image of the Service Desk?

Options :

A : Dress to reflect your professionalism

B : Ensure users are aware that the Service Desk is the key component in IT

C : Provide accurate information to users without denigrating other teams

D : Advise users of resolutions via the weekly Service Desk email

Answer: C

Question 4

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

Question 5

You are speaking on the phone to a user who is clearly angry. What is the best technique

you should use in this situation?

Options :

A : Offer assistance and prevent them from venting

B : Be respectful and allow them to vent

C : Display empathy and assure them that it was not your fault

D : Use his/her name and agree with everything they say

Answer: B