Which of the following is a business best practice quality model?

A. COBIT

B. SLM

C. ITIL

D. Six Sigma

Which option best describes strategic awareness? Strategic awareness is...

A. Understanding how IT services contribute to meeting organisational goals

B. Understanding the intention of the tactical plans of the organisation

C. Understanding how to acquire knowledge of the organisations operational plans

D. Understanding the day-to-day goals and objectives of the organisation

You are in the process of developing a programme of activities to promote the Service Desk. You believe this is a very important aspect of your role and that all promotional activities should meet your objectives. Which of these options describes one of those objectives?

A. Managing your managers expectations

B. Managing your teams expectations

C. Managing your users expectations

D. Managing your own expectations

If you were establishing a Problem Management process in your organization, which of the following would be one of your primary objectives?

A. To eliminate all Problems over time

B. To prevent Incidents developing into Problems

C. To eliminate the occurrence of all user-related Problems

D. To minimise the impact of Incidents that cannot be prevented

Which process would provide the benefit of better protection for personal and organisational data?

A. IT Service Continuity Management

B. Risk Management

C. Information Security Management

D. Release and Deployment Management

How does the Service Desk relate to the Service Level Management process? Select the option that most closely matches its responsibility.

A. To deliver IT services to users

B. To encourage other IT areas to observe the requirements of the SLA and OLAs

C. To identify new services for inclusion in existing SLAs and OLAs

D. To create user feedback reports relating to their business area

When selecting a CTI system which of these would you choose as a key benefit of CTI in a Service Desk environment?

A. Analysts will be able to produce full performance data to feed their regular appraisal/review cycle

B. Analysts will have a flexible and comprehensive call-management tool

C. Analysts will be able to instantly assess and prioritise every call

D. Analysts will have quick and dynamic access to user details without asking for them

Which of these options would create a positive working environment?

A. Pay some of your team at very high salary levels

B. Ensure that staff are always given positive messages

C. Offering varying KPIs and standards to staff

D. Create a sense of belonging in the team

Your team leaders act as coaches to their team members. Which option best explains why effective coaching is so beneficial to the organization?

A. It allows the coaches to develop their coachee the way they think is best

B. It improves the quality of customer service provided to users

C. It creates an instant rapport with staff

D. It offers an opportunity for the coachee to raise sensitive issues

Which of these options is a psychological symptom of stress?

A. Inability to articulate properly

B. Increased heart rate

C. Increased blood pressure

D. Over reaction to situations