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Total 166 Questions | Updated On: Nov 20, 2024

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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:

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

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

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

Question 3

Your team always tries to follow the Incident Management process correctly. How does this best

benefit both IT and the organisation?

A : It facilitates easier Change Management

B : It creates an effective SKMS

C : It minimises the need for user/Service Desk contact

D : It gets people back to work quickly

Answer: D

Question 4

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

Instant Messaging (IM) etiquette?

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 5

A primary responsibility of the Service Desk is to

A : Manage Major Incidents

B : Act as the resolver for all users Incidents and Service Requests

C : Resolve Problems

D : Acknowledge and record all Incidents and Service Requests

Answer: D

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Total 166 Questions | Updated On: Nov 20, 2024

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