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Question 1

Which of these options is a key benefit of IT Service Continuity Management?

Options :

A : Potential lower insurance premiums

B : Improved management of issues

C : An increase in potential lost revenue

D : A reduction in the number of repeat Incidents

Answer: A

Question 2

Which is the most useful question to consider when providing a risk status update?

Options :

A : Can the risk be logged as a Problem?

B : Is the risk getting worse or better?

C : Can the Service Desk pass the risk to Change Management yet?

D : Has Release Management beentified yet?

Answer: B

Question 3

Which of these wouldT be a key objective of electronic support delivery tools in a Service Desk

environment?

Options :

A : It is cost effective

B :

It leads to fewer escalated calls

C : It enables users to learn how to resolve certain Incidents

D : It enables second and third level support teams to be less involved with simple problems

Answer: D

Question 4

Which of these options best describes key components of teamwork?

Options :

A : Working together to accomplish common goals, sharing ideas and sharing the number of calls fairly

B : Working together to accomplish common goals, sharing ideas and sharing the glory fairly

C : Working together to accomplish common goals, sharing ideas and sharing the workload fairly

D : Working together to accomplish common goals, sharing ideas and sharing the blame fairly

Answer: C

Question 5

As a Service Desk manager, which of these options would you suggest is a way for you to contribute

to IT and business objectives?

Options :

A : Tell management about every Incident that occurs

B : Provide suggestions on how to improve IT services

C : Identify new business opportunities

D : Market the successes of the IT organisation

Answer: B