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Question 1

You have recently been promoted to Service Desk Manager and you are keen to show how much you

wish to succeed in this role. Which statement best describes some of the skills that will help you to

succeed?

Options :

A : Excellent influencing skills, exemplary debating and creative writing skills

B : A University Degree in Computer Sciences and strong negotiating skills

C : Strong team building skills, excellent people-management and communication skills

D : Time management skills excellent technical and analytical skills

Answer: C

Question 2

Typically, what might a vision statement identify for the Service Desk?

Options :

A : Short-term goals

B : Medium-term objectives

C : Long-term goals

D : Ongoing operational objectives

Answer: C

Question 3

Which of these options is a requirement of Release Management?

Options :

A : Service Desk involvement in the design and build process of the development lifecycle

B :

Service Desk involvement in the development process so that it can provide appropriate support for

new systems

C : Service Desk involvement in reviewing new system specifications

D : Service Desk involvement in reviewing project plans

Answer: B

Question 4

Which one of these options would be a feature of effective management?

Options :

A : Delivery of work as required

B : High levels of personal care

C : Strict adherence to processes

D : Focus on tactical goals

Answer: A

Question 5

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