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Question 1

Which of these options can be achieved using Computer Telephony Integration (CTI)?

Options :

A : Incident popping

B : Screen management

C : Call screening

D : Screen popping

Answer: D

Question 2

You are tasked with delivering a presentation to your senior management team on the topic of The

New, Improved Service Desk. What is a key point to remember when preparing this presentation?

Options :

A : Senior management is always interested in IT Service Management

B : The language of the boardroom is the most appropriate way to speak

C : The use of technological terms is quite acceptable

D : The visual aids should be packed with information

Answer: B

Question 3

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 4

Which of the following is a Problem Management activity?

Options :

A : Reactive support

B : Error Control

C : SLA analysis

D : First contact resolution

Answer: B

Question 5

Which of these options best describes common technologies used by the Service Desk?

Options :

A : PBX, ITIL and IVR

B : AVR, E-talk and Wikis

C : E-Mail, Blogs, SLAs

D : IM, KPIs and AVR

Answer: B