Some things can get in the way of good communication which of these options has the biggest impact on a Service Desk?

A. Noise and general chatter

B. Inappropriate SLAs in place

C. An unreliable IT infrastructure

D. Theusers status in the organisation

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

Which of these options best describes personal accountability?

A. Delivering excellent levels of service quality

B. Admitting to errors

C. Taking ownership of your teams Incidents and Service Requests

D. Behaving and dressing in a distinctive manner

Which of these options is a characteristic of a successfully performing team?

A. Attendance at team social events is mandatory.

B. The team leader closely manages everyone equally

C. A team member will do anything to be the best

D. Everyone actively listens to each other

Which option is the best example of an open question?

A. Where is the key?

B. Please tell me about the situation?

C. Please tell me the serial number?

D. Which floor is your office on?

Which process is responsible for the protection of user names and personal data?

A. Incident Management

B. Security Management

C. Human Resource Management

D. Quality Assurance

What is the impact of a high abandon rate in a Service Desk?

A. Low levels of training of Service Desk staff

B. Low Incident resolution rates

C. Low levels of customer satisfaction

D. Low levels of technical capability on the Service Desk

What is a typical Service Desk situation that would result in frustrated users and low levels of customer satisfaction?

A. Users experience faster than expected responses to their support calls

B. Users experience longer waits than expected before their support calls are answered

C. Users experience the routing of calls direct to specialists

D. A recent implementation of new HR policies concerning complaints

Which of these options is an advantage of remote support?

A. SDA dependence on remote support

B. Incident visibility

C. Users do not need to be involved

D. Silent time

Which of these options best describes a router?

A. A device that connects sub-networks together

B. A device that connects one or more hubs

C. A device that connects one or more networks

D. A device that connects one or more network switches