Which of the following is a key objective of the IT Service Continuity Management (ITSCM) process?

A. To eliminate single points of contact for services

B. To eliminate single points of failure for services

C. To remove critical resources for services

D. To remove long term workarounds for services

Which option best describes the expectations of the Service Desk's users?

A. They have confidence that the Service Desk is in control of their Incident or Service Request when speaking to a senior team member

B. Their incident is professionally managed and they receive consistent and courteous service

C. Their Incidents are resolved very quickly and they are periodically informed of progress

D. They are provided with good decision data and feedback on all their Incidents

As a Service Desk manager you are expected to demonstrate certain behaviours that will help you to help your team meet the commitments you have made on their behalf. Which of these options best describes one of those behaviors?

A. Provide hard-hitting feedback on the performance of other teams

B. Provide effective strategies to ensure rapid promotion for all the team

C. Explain how and why you monitor and benchmark your teams progress

D. Explain how and why you monitor individual failures

If you are documenting new processes and procedures, which of these options is a particularly important outcome?

A. It is easy to understand the technical language

B. Processes and procedures are adhered to

C. The team agrees that every issue has been included

D. Calls and Incidents are handled consistently

Which of these options is the best description of right-sourcing?

A. A number of providers in competition for out-sourced services

B. A single provider delivering all of an organizations services

C. A number of providers delivering all of an organizations services

D. A number of providers providing some of an organizations services

Which statement best describes the difference between Reactive Problem Management and Proactive Problem Management?

A. Reactive Problem Management is concerned with solving problems in response to Known Errors; Proactive Problem Management is concerned with identifying quick fixes

B. Reactive Problem Management is concerned with solving problems in response to one or more Incidents; Proactive Problem Management is concerned with identifying underlying Problems

C. Reactive Problem Management is concerned with analysing and trending Incident records; Proactive Problem Management is concerned with solving problems in response to one or more Incidents

D. Reactive Problem Management is concerned with eliminating root causes; Proactive Problem Management is concerned with identifying future business needs

Which of these options best describes periodic surveys?

A. They are based on user perception of the Service Desk and IT organisation at the current point in time

B. They are used to evaluate overall satisfaction levels with the products and services provided by the Service Desk and the IT organisation

C. They identify changes to products, services, and processes that analysts feel would improve their relationship with the IT organisation and better meet user needs

D. They are regularly planned and scheduled on an Incident by Incident basis

Enabling users to log and track the status of their own Incidents and Service Requests is the primary purpose of

A. Incident management

B. Release and Deployment management

C. IT Self-healing

D. IT Self-service

Which would be a desirable quality to look for in Service Desk staff?

A. Quick learner

B. Strategic focus

C. Thrill seeker

D. Technical focus

When you are recruiting new members of your team, a key requirement is that they are good team players. Of these options, which best describes characteristics you would look for during your interview and selection process?

A. Single-minded, with a flexible approach

B. A flexible, open-minded and enthusiastic approach

C. A strong personality with an immense array of knowledge

D. A popular person with advice and suggestions for everyone