Answer Happy

QUESTION 1
If you choose to implement a formal standard rather than a best practice, which would be the best description of the difference?
A. Abestpracticedoesn’tneedevidencetoproveprogress,aformalstandarddoes
B. AformalstandardmaybeITILcompliant,abestpracticewouldbe
C. A best practice demonstrates good governance, a formal standard demonstrates adherence D. Best practice doesn’t include ISO/IEC 20000, a formal standard includes ITIL
Correct Answer: A Section: (none) Explanation
Explanation/Reference: QUESTION 2
Which of these options would be a practical way to gain an understanding of other countries cultures?

A. Studythereligionpracticedintheregionsurroundingthecountry B. Takeacourseininternationalbusinessorcross-culturalstudies C. Travel to several countries in the area of the country
D. Read travel books about the country
Correct Answer: B Section: (none) Explanation
Explanation/Reference: QUESTION 3


The Service Desk has a strategic role to play within an organization, which of these options best describes a method you could use to ensure that you are able to develop clear, insightful strategies?
A. UnderstandandcommunicatehowtheServiceDeskassiststheorganizationinmeetingitsteamobjectives B. Familiarizeyourselfwiththegoalsandobjectivesofotherorganizations
C. A best practice demonstrates good governance, a formal standard demonstrates adherence
D. Network with people in other organizations and within the support industry and your communities
Correct Answer: D Section: (none) Explanation
Explanation/Reference:
QUESTION 4
You intend to implement some far-reaching changes to the way in which your Service Desk currently operates, but to do so you need the support of other teams within IT. Which action should you undertake to gain this support?
A. Giveapresentationtotheboardofdirectorstoguaranteetheirsupport B. Maketimetodevelopasocialrelationshipwithyourmanager
C. Demonstrate your understanding of any concerns others may have
D. Begin by creating a powerfully-worded vision statement
Correct Answer: C Section: (none) Explanation
Explanation/Reference: QUESTION 5
You need to get a project and its budget approved by your board, which of these options would be the most appropriate action to take?
A. Ensurethatallstakeholdersaresentregularoperationalreportsabouttheproject B. Organizeaconferenceforboardmemberstodiscusstheprojectindetail
C. Build a business-based project plan to present to senior management
D. Write a full report on your opinion of the project and those responsible


Correct Answer: C Section: (none) Explanation
Explanation/Reference: QUESTION 6
Which of these answers would be a suitable area to include in your service ethics code of conduct?
A. AlistofexpectedbehaviortoensurethatallServiceDeskemployeesunderstandwhattheorganizationexpectsofthem B. Standardsofmoralandethicalbehavior
C. How to manage risk on behalf of the organization
D. Specific techniques for dealing with difficult business partners
Correct Answer: D Section: (none) Explanation
Explanation/Reference: QUESTION 7
Which option best describes the expectations of the Service Desk's users?
A. TheyhaveconfidencethattheServiceDeskisincontroloftheirIncidentorServiceRequestwhenspeakingtoaseniorteammember B. Theirincidentisprofessionallymanagedandtheyreceiveconsistentandcourteousservice
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
Correct Answer: B Section: (none) Explanation
Explanation/Reference: QUESTION 8
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?
A. Excellentinfluencingskills,exemplarydebatingandcreativewritingskills
B. AUniversityDegreeinComputerSciencesandstrongnegotiatingskills
C. Strong team building skills, excellent people-management and communication skills D. Time management skills excellent technical and analytical skills
Correct Answer: C Section: (none) Explanation
Explanation/Reference: QUESTION 9
As a Service Desk Manager, which option best describes one of your key obligations?
A. WritingandagreeingSLAs
B. DevelopingProblemManagementacrossIT
C. Aligning Service Desk goals with those of the organization D. Ensuring that staff welfare takes overall priority
Correct Answer: C Section: (none) Explanation
Explanation/Reference: QUESTION 10
Why is it important to integrate business and IT objectives?
A. ToensurethatITworkstowardsthesamegoalsasthebusiness
B. ToensurethatthedevelopmentofITservicesisinlinewithcurrentindustrybestpractice C. To give the business confidence in the IT services function
D. To allow IT to be effectively built into every business area
Correct Answer: A


Section: (none) Explanation
Explanation/Reference: QUESTION 11
Which option best describes strategic awareness? Strategic awareness is _____.

A. UnderstandinghowITservicescontributetomeetingorganizationalgoals
B. Understandingtheintentionofthetacticalplansoftheorganization
C. Understanding how to acquire knowledge of the organizations operational plans D. Understanding the day-to-day goals and objectives of the organization
Correct Answer: A Section: (none) Explanation
Explanation/Reference: QUESTION 12
How can you best demonstrate understanding of your Service Desks strategic responsibilities?
A. UnderstandwhatactivitiesyourServiceDeskshouldundertaketosupporttheorganizationsstrategicplans
B. Adviseseniormanagementaboutyourstrategicmanagementskillsandexperience
C. Provide detailed analyses of the Service Desks activities for the previous year
D. Provide strategic plans that detail the role of the Service Desk and how it can be utilized to manage all IT Service operations
Correct Answer: A Section: (none) Explanation


Explanation/Reference: QUESTION 13
You want to develop your career and position within the organization, what steps could you take to improve your profile and influence?
A. Taketheinitiativeinallbusinessdecisions
B. Displayyouracumenthroughstrongjudgementanddecisionmaking C. Always ensure that your opinion is heard at meetings
D. Delegate as much of your work as possible
Correct Answer: B Section: (none) Explanation
Explanation/Reference: QUESTION 14
Which of these options is an objective of financial management?
A. ToensurethattheannualbudgetfortheITorganizationisalwaysreduced B. ToalignITservicecoststobusinessprocesses
C. To support the customer and the business by delivering value for money D. To understand the cost of providing IT services
Correct Answer: A Section: (none) Explanation
Explanation/Reference: QUESTION 15
Which of these options is a financial management activity?
A. Showinghowcalculatinguserandcustomerbillingdemonstratesvalueformoney B. Delivering clear benefits from IT services over a one-year period
C. Accounting for fixed and variable losses in specific problem situations


D. Understanding how to calculate unit costs for the delivery of service
Correct Answer: D Section: (none) Explanation
Explanation/Reference:
QUESTION 16
You have been informed that a company merger is planned which will potentially increase the number of supported users by 15 percent. Why is it important for you to understand the commercial management of the Service Desk?
A. ToreduceServiceDeskcostsforthenewbusinesssituation
B. TodeterminetheimpactofproposedservicesontheITorganization C. To produce regular progress reports on the results of the integration D. To manage the professional development of the Service Desk people
Correct Answer: B Section: (none) Explanation
Explanation/Reference: QUESTION 17
Which option is the best description of Return on Investment (ROI)?
A. Itisamethodusedtocalculatetheexpectedlifecycleofaproduct
B. Itisanassessmentofcostsandprofits
C. It is an assessment of costs and benefits
D. It is a method used to determine the percentage of profit to be reinvested
Correct Answer: C Section: (none) Explanation
Explanation/Reference:


QUESTION 18
You need to write a business case for your new ITSM software system; which key element is it appropriate to include?
A. Aclearlistofpotentialsavings
B. Theimpactonboardmembersoftbuyingthesoftware C. AnROIreportonthetechnicalandoperationalbenefits D. A specification for a CMDB
Correct Answer: A Section: (none) Explanation
Explanation/Reference: QUESTION 19
Which option best describes a purpose of Organizational Change Management?
A. Tominimizetheriskandinterruptiontousersandservices
B. TounderstandtheimpactofeverychangetoITservices
C. To ensure that processes and procedures are kept constantly in alignment
D. To prevent abuse of the Change Management process by rogue emergency changes
Correct Answer: A Section: (none) Explanation
Explanation/Reference: QUESTION 20
Which of these options best describes the benefits of using an Organizational Change Management process?
A. ItreducesriskandthecostofimplementingindividualChanges
B. ItremovesriskandinvolvesstakeholdersintheimplementationofChanges
C. It improves the organizations performance and service delivery management Information
D. It reduces the adverse impact of Changes and ensures that only approved Changes are implemented


Correct Answer: D Section: (none) Explanation
Explanation/Reference:
QUESTION 21
You are part of a team tasked with managing an Organizational Change within your support environment. What should the team do to ensure this change is successful?

A. Implementrapidamendmentstotheplan.(Wouldthisworkanybetter?)
B. Developaprobabilitytorealityprojectionplan
C. Recognize the importance of allowing long-serving staff to determine where they will sit D. Have a well-constructed communications plan
Correct Answer: D Section: (none) Explanation
Explanation/Reference:
QUESTION 22
You need to identify the best solution to resolve a number of operational issues. There are some issues that aren’t being resolved or properly tackled in line with expectations. Which of the following tools would help you best in this approach?
A. A SMART review
B. AnROIanalysis
C. A GAP analysis
D. A strategic business plan
Correct Answer: C


Section: (none) Explanation
Explanation/Reference: QUESTION 23
A successful project plan will always include:
A. Stakeholderresourcesandwelldefinedrolesandresponsibilities
B. Co-ordinatedresourcesandcostswhichareestimatedandtracked
C. Identified deliverables and occasional project meetings and reviews
D. Multiple dependencies and a documented Project Management methodology
Correct Answer: B Section: (none) Explanation
Explanation/Reference:
QUESTION 24
As a Service Desk manager you are expected to demonstrate certain behaviors 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. Providehard-hittingfeedbackontheperformanceofotherteams
B. Provideeffectivestrategiestoensurerapidpromotionforalltheteam C. Explain how and why you monitor and benchmark your teams progress D. Explain how and why you monitor individual failures
Correct Answer: C Section: (none) Explanation
Explanation/Reference: QUESTION 25
Which of these options should you consider when you need to get your message across in writing?


A. Writedetailedanalysesofthefactsforeverycommunication
B. Ensurethatyousendyouraudiencealltheassociateddocumentation C. Always use formal business language to ensure compliance
D. Write with your audiences needs in mind
Correct Answer: D Section: (none) Explanation
Explanation/Reference: QUESTION 26
Which of these options would be an appropriate channel of communication to discuss team performance?
A. Apeer-groupmeeting
B. Aninformaldiscussionbythewatercooler C. A one-on-one appraisal meeting
D. A meeting after work in a social setting
Correct Answer: A Section: (none) Explanation
Explanation/Reference: QUESTION 27
Which of these options is a good reason for holding a team meeting?
A. Planningpurposes
B. Disseminatinginformation
C. Discussing an individual’s performance
D. Identifying team performance improvement areas
Correct Answer: C Section: (none)


Explanation Explanation/Reference:
QUESTION 28
Which of these options is a characteristic of a successful meeting?
A. Actionsareallocatedafterthemeeting
B. Participantsdecidetheagendaonarrival
C. The minutes are distributed at the start of the meeting
D. The outputs are documented and responsibilities assigned
Correct Answer: D Section: (none) Explanation
Explanation/Reference:
QUESTION 29
You are tasked with delivering a presentation to your senior management team on the topic of The New, Improved Service Desk. What is a key point to remember when preparing this presentation?
A. SeniormanagementisalwaysinterestedinITServiceManagement B. Thelanguageoftheboardroomisthemostappropriatewaytospeak C. The use of technological terms is quite acceptable
D. The visual aids should be packed with information
Correct Answer: B Section: (none) Explanation
Explanation/Reference: QUESTION 30
You need to make a presentation to your staff. What consideration would be valuable to ensure your success with the session?


A. Ensurethatyoumakeallthepointsthatyouthinkareimportantfromthemanagementperspective B. Ensuretheroomisdarkandcomfortable
C. Present as much information as possible
D. Be aware of the size of the fonts
Correct Answer: D Section: (none) Explanation
Explanation/Reference: QUESTION 31
When you are addressing a meeting, which of these options best describes a technique for engaging with the audience?
A. Makehumoranintrinsicpartofyourpresentation
B. Askquestionsdesignedtoencourageaudienceparticipation C. Include as much detailed information as possible
D. Use animation to bring the session to life
Correct Answer: B Section: (none) Explanation
Explanation/Reference: QUESTION 32
Which of the following options is an effective listening skill?
A. Maintainaneutralfacialexpression
B. Interruptwhenyoufeelyouhavesomethingimportanttosay C. Close your eyes to concentrate better
D. Takes but dot write constantly
Correct Answer: D Section: (none) Explanation


Explanation/Reference:
QUESTION 33
You are about to attend what could be a difficult meeting with other IT team managers. You are aware that you will have to negotiate skillfully to achieve a successful outcome; what is the best skill you can employ that will help you do this?
A. UseNLPtogeteveryoneroundtothinkingthewayyouwantthemto
B. Understandthateveryoneisuniqueandwillhaveadifferentperspective C. Suggest that the IT Director should be the one to make the final decision D. Maintain your position when others contradict it
Correct Answer: B Section: (none) Explanation
Explanation/Reference: QUESTION 34
You need to work with your suppliers to improve the costs and terms of the contract. What type of person makes a good negotiator?
A. Aproblemsolver
B. Aquality-drivenperson
C. A tough, uncompromising type D. A creative person
Correct Answer: A Section: (none) Explanation
Explanation/Reference:



QUESTION 35
If you are looking to gather further information to help resolve a user’s issue, which of these options would be appropriate to use?
A. Structuredquestioningofusersbyananalyst
B. One-wayinformationprovidedbyauser
C. One-to-one interviews with all Service Desk staff D. Unstructured free-form questioning by an analyst
Correct Answer: C Section: (none) Explanation
Explanation/Reference: QUESTION 36
If you are documenting new processes and procedures, which of these options is a particularly important outcome?
A. Itiseasytounderstandthetechnicallanguage
B. Processesandproceduresareadheredto
C. The team agrees that every issue has been included D. Calls and Incidents are handled consistently
Correct Answer: B Section: (none) Explanation
Explanation/Reference:
QUESTION 37
Your manager is concerned that the relationships between the Service Desk and some other areas of IT aren’t as good as they could be. S/he has asked you to suggest some initiatives to improve the situation; which of the following would you suggest?
A. RecognizeandpublishtheachievementsofyourstafftopromotetheServiceDesk
B. Offertowritesupportingmissionstatementsfortheotherteams
C. Understand the roles and responsibilities that teams have in meeting IT services and business objectives


D. Establish regularly scheduled meetings between key Service Desk staff and key customer representatives
Correct Answer: C Section: (none) Explanation
Explanation/Reference: QUESTION 38
Which of these options is a best practice to follow when you are taking actions that will affect other departments or teams?
A. Giveseriousconsiderationtowhatpeoplewillthinkofyouifyourideasdotwork
B. Discusswithothermanagerstoidentifythepossibleeffectsofyouractionsonothers C. Implement your ideas as soon as you have decided on the best course of action
D. Make a presentation to other teams letting them know what you have done
Correct Answer: B Section: (none) Explanation
Explanation/Reference:
QUESTION 39
You are experiencing difficulties with your desktop support team who regularly blame your Service Desk Analysts fort giving them the correct information. How best should you get them on board?
A. Sendthememailstoletthemknowwheretheyaregoingwrong
B. Buildcredibilitywiththembyrunningregularsocialevents
C. Improve the communication channels by listening to their views and issues
D. Highlight their inadequacies across the department through management reports
Correct Answer: C Section: (none) Explanation
Explanation/Reference:


QUESTION 40
As a Service Desk manager, which of these options would you suggest is a way for you to contribute to IT and business objectives?
A. TellmanagementabouteveryIncidentthatoccurs B. ProvidesuggestionsonhowtoimproveITservices C. Identify new business opportunities
D. Market the successes of the IT organization
Correct Answer: B Section: (none) Explanation
Explanation/Reference:
QUESTION 41
Conducting an assessment is a necessary step in managing change and for continual improvement. Which of these options best describes key types of assessment methods?
A. SWOT,CSAandGAPanalyses
B. CSA, COBIT and GAP analyses
C. SWOT and CSA analyses and COBIT D. GAP analysis, COBIT and ISO20000
Correct Answer: A Section: (none) Explanation
Explanation/Reference:
QUESTION 42
You have been asked to produce a model for the most cost-effective way to deliver service across all parts of the organization. Your manager has indicated that her preference is a right-sourcing option. What does this mean?
A. Servicesaredeliveredfromanotherpartoftheworld B. Servicesaredeliveredonyourpremisesby3rdparties C. Services are delivered externally by 3rd parties


D. Services are delivered by a mix of in-house and external options
Correct Answer: D Section: (none) Explanation
Explanation/Reference: QUESTION 43
You’ve been asked to look at out-sourcing and off-shoring the Service Desk Which of these options is the most critical to your evaluation?
A. SarbanesOxley
B. ITILawarenessandcompliance
C. The cost of management
D. Removing the need to manage people and problems
Correct Answer: C Section: (none) Explanation
Explanation/Reference: QUESTION 44
Which of these options would be an advantage you could confidently highlight when recommending outsourcing to your organization?
A. Itwillfacilitateimprovedstaffingflexibility
B. Itwilleliminatestaffingproblems
C. It will improve the profitability of the organization D. It will improve service performance
Correct Answer: A Section: (none) Explanation
Explanation/Reference:


QUESTION 45
Which of these options best describes one of the recognized disadvantages of outsourcing?
A. Responsibilityforday-to-dayoperationsislost
B. Thequalityofservicereceivedisreduced
C. The volume of Incidents and Service requests increases
D. Costs may be higher if the service supply chain is adequately defined
Correct Answer: D Section: (none) Explanation
Explanation/Reference: QUESTION 46
What is the best definition of in-sourcing?
A. Usinga3rdpartytoprovideservicespreviouslyprovidedbyyourownstaff B. Bringingapreviouslyout-sourcedservicebacktoyourorganization
C. Bringing a 3rd party onto your premises to deliver a service
D. Bringing contractors onto your premises to deliver certain services
Correct Answer: B Section: (none) Explanation
Explanation/Reference: QUESTION 47
As part of an investigation into outsourcing, which of the following would be a major consideration for the SLA?



A. Legaltermsandcovenants B. Managementpolicies
C. SACM details
D. Reviews and their frequency
Correct Answer: D Section: (none) Explanation
Explanation/Reference: QUESTION 48
If you are outsourcing your support operation, which of these Service Level issues should be considered?
A. Clarityonpenaltiesandperformancelevels
B. Internalend-to-endOLAsandpenalties
C. The salaries of staff to be transferred
D. The capabilities of the outsourcers ITSM system
Correct Answer: A Section: (none) Explanation
Explanation/Reference: QUESTION 49
If you were describing the Change Management process to your team, which of the following would be one of the main activities?
A. Changeassessmentforimpactandriskanalysis
B. Changeoriginationassessmentforapproval
C. Change back-out analysis for implementation plans
D. Change date specification for post-implementation review
Correct Answer: A Section: (none) Explanation


Explanation/Reference: QUESTION 50
Which of these options best describes a common benefit of IT Change Management?
A. ItprovidesaflexiblemethodforapprovingandanalyzingChanges B. Itincreasesthevisibilityandcommunicationofdowntime
C. It protects the business environment by minimizing disruptions
D. It prevents forward scheduling of Changes
Correct Answer: C Section: (none) Explanation
Explanation/Reference: QUESTION 51
Which of these options is a management metric for IT Change Management?
A. Thenumberofpartialchanges
B. Thenumberofunauthorizedchangesrejected C. The number of unscheduled change requests D. The number of rescheduled change requests
Correct Answer: D Section: (none) Explanation
Explanation/Reference: QUESTION 52
Which of these options is a requirement of Release Management?
A. ServiceDeskinvolvementinthedesignandbuildprocessofthedevelopmentlifecycle
B. ServiceDeskinvolvementinthedevelopmentprocesssothatitcanprovideappropriatesupportfornewsystems


C. Service Desk involvement in reviewing new system specifications D. Service Desk involvement in reviewing project plans
Correct Answer: B Section: (none) Explanation
Explanation/Reference: QUESTION 53
Which of these options is part of the Service Desks responsibility in the Release and Deployment Management process?
A. Itworkswithdevelopmentteamstoensureservicesaresupportedatandbeyondlaunch B. Itsupportsdevelopmentteamsinaligningnewapplicationswithbusinessneeds
C. It manages the rollout of key application releases
D. It works with users to ensure they are satisfied with new applications
Correct Answer: A Section: (none) Explanation
Explanation/Reference: QUESTION 54
Which of these options is a key management/operational metric for Release and Deployment Management?
A. Numberofusererrors
B. NumberofauthorizedChanges C. Number of back-outs required
D. Number of implemented Changes
Correct Answer: C Section: (none) Explanation
Explanation/Reference:


QUESTION 55
Which process is responsible for tracking and reporting the value and ownership of financial assets?
A. FinancialManagementforITServices
B. ITServiceContinuityManagement
C. Information Technology Procurement
D. Service Asset and Configuration Management
Correct Answer: D Section: (none) Explanation
Explanation/Reference: QUESTION 56
What is the Service Desks involvement with the Service Asset and Configuration Management process?
A. TheSACMisthecentralcontrolmechanismforProblemManagement B. TheSACMisusedtosupportaccurateIncidentdiagnosis
C. The SACM can be used to help resolve Incidents quickly
D. The Service Desk creates SACM records to assist in Problem resolution
Correct Answer: B Section: (none) Explanation
Explanation/Reference: QUESTION 57
Which of the following is one of the principal Service Asset and Configuration Management activities?



A. Carryingoutassetauditsandverifications
B. IdentifyingandrecordingConfigurationItemsattheappropriatelevel
C. Identifying and defining relationship and dependencies between Configuration Items D. Identifying the key components in the Configuration Plan
Correct Answer: D Section: (none) Explanation
Explanation/Reference: QUESTION 58
Which process supports financial planning, contributes to IT service continuity planning and improves root cause analysis?
A. IncidentManagement
B. Problem Management
C. Service Asset and Configuration Management D. Change Management
Correct Answer: C Section: (none) Explanation
Explanation/Reference: QUESTION 59
In which process would you expect to find metrics giving percentages of Incident and Problem records associated with a CI record?
A. Problem Management
B. IncidentManagement
C. Service Asset and Configuration Management D. IT Service Continuity Management
Correct Answer: C Section: (none)


Explanation Explanation/Reference:
QUESTION 60
On what criteria are IT risks assessed?
A. Theimpactofunacceptablerisks
B. Theimpactofplannedfailures
C. The impact on service if failure occurs
D. The impact on service if risks are unplanned
Correct Answer: C Section: (none) Explanation
Explanation/Reference: QUESTION 61
In your opinion, which of these statements best describes the Service Desks responsibilities in relation to the Risk Management process?
A. Itinputskeyservicerequirementsthatwouldincreaseordecreaserisk
B. Itinputsinformationfromusersonriskysituationsoccurringintheirareas C. It assesses risk on behalf of the IT services organization
D. It evaluates new services for business risk
Correct Answer: A Section: (none) Explanation
Explanation/Reference: QUESTION 62
Which process involves recognizing how to anticipate problems, develop contingency plans and sustain progress? A. IncidentManagement


B. Problem Management C. Issue Management
D. Risk Management
Correct Answer: D Section: (none) Explanation
Explanation/Reference: QUESTION 63
Which is the most useful question to consider when providing a risk status update?
A. CantheriskbeloggedasaProblem?
B. Istheriskgettingworseorbetter?
C. Can the Service Desk pass the risk to Change Management yet? D. Has Release Management been titled yet?
Correct Answer: B Section: (none) Explanation
Explanation/Reference: QUESTION 64
Which of these options best describes an aspect of Knowledge Management?
A. Theprocessthroughwhichanorganizationdevelopsitsintellectualability
B. Theprocessthroughwhichanorganizationdevelopsitsintellectualquality
C. The process through which an organization generates value from its configuration assets D. The process through which an organization generates value from its intellectual assets
Correct Answer: D Section: (none) Explanation
Explanation/Reference:


QUESTION 65
Which option best describes one of the Service Desks responsibilities in relation to Knowledge Management?
A. Itshouldunderstandthecompositionoftheknowledgebaseandadviseonitsdevelopment
B. Itshouldinsistthatusersusetheself-helpoptionsavailabletomaximizetheuseoftheknowledgebase C. It should provide feedback on the relative value of knowledge items and available information
D. It should update the knowledge base after every problem closure
Correct Answer: C Section: (none) Explanation
Explanation/Reference: QUESTION 66
Which of these options does SKMS stand for?
A. ServiceKnowledgeManagementStore B. ServiceKnowledgeManagementSystem C. System Knowledge Management Service D. System Knowledge Management Store
Correct Answer: B Section: (none) Explanation
Explanation/Reference:
QUESTION 67
Your Service Desk staff use the SKMS (Service Knowledge Management System) extensively. Which of these options best describes a benefit of having the SKMS available to them?
A. Itcreatesasiloapproachfortheavailabilityofknowledge
B. Itprovidesnewstarterswithinductiontraining
C. It reduces the number of incidents requiring escalation to other teams


D. It offers opportunities for cross-training to take place
Correct Answer: C Section: (none) Explanation
Explanation/Reference: QUESTION 68
Which of these options best describes a set of procedures to be followed when developing an SKMS?
A. ProcedurestotesttheongoingvalueoftheinformationintheSKMS B. ProcedurestotesttheongoingvalueofchangestotheSKMS
C. Procedures to test the cost savings of the SKMS
D. Procedures to test the content of the SKMS
Correct Answer: A Section: (none) Explanation
Explanation/Reference: QUESTION 69
Which of the following options would you include in your SKMS?
A. Bookssuchasuserguidesandreferencemanuals B. Listofproblemusers
C. Personal experience
D. User comments and feedback
Correct Answer: B



Section: (none) Explanation
Explanation/Reference: QUESTION 70
As sensitive personal and corporate information is frequently lost or stolen, what would be a key objective of Information Security Management?
A. Meetingthepublicsneedforconfidenceindatasecurity
B. UnderstandingthefulllegalimplicationsofInformationSecurityManagement C. Ensuring the security of every user data access point
D. Ensuring IT operates adequate and appropriate security controls
Correct Answer: D Section: (none) Explanation
Explanation/Reference: QUESTION 71
Which option best describes the Service Desks responsibility in, and its relationship with, the Information Security Management process?
A. Itconfirmsidentificationofusersandprovidesuserstatistics
B. Itconfirmsidentificationofusersandpreventsremoteaccesstocriticalsystems C. It confirms identification of users and follows all relevant IT security policies
D. It confirms identification of users and provides fast resolution to access problems
Correct Answer: C Section: (none) Explanation
Explanation/Reference: QUESTION 72
Which process would provide the benefit of better protection for personal and organizational data?


A. ITServiceContinuityManagement
B. Risk Management
C. InformationSecurityManagement
D. Release and Deployment Management
Correct Answer: C Section: (none) Explanation
Explanation/Reference: QUESTION 73
Identify one of the Service Desks responsibilities in its relationship with the IT Service Continuity Management process
A. ItdevelopsaServiceDeskDisasterRecoveryPlaninordertoprovidesupportpostemergency B. ItensuresthattheServiceContinuityPlanisregularlytested
C. It ensures that the off-site disaster recovery location is adequately assessed for risk
D. It develops Data Continuity Plans to support the Disaster Recovery Plan
Correct Answer: A Section: (none) Explanation
Explanation/Reference: QUESTION 74
Which of these options is a key benefit of IT Service Continuity Management?
A. Potentiallowerinsurancepremiums
B. Improvedmanagementofissues
C. Anincreaseinpotentiallostrevenue
D. A reduction in the number of repeat Incidents
Correct Answer: A Section: (none) Explanation


Explanation/Reference: QUESTION 75
In which ITSM process would you expect to find management/operational metrics relating to the number of identified new risks?
A. ReleaseandDeploymentManagement
B. ServiceAssetandConfigurationManagement C. IT Service Continuity Management
D. Change Management
Correct Answer: C Section: (none) Explanation
Explanation/Reference: QUESTION 76
Which of these options provides the best description of an objective of the SLM process?
A. ITServicesarealignedtocostsandbudgets
B. ITServicesarealignedtotheneedsofkeybusinesspeople C. IT Services are aligned to the needs of the business
D. IT Services are aligned to the IT departments capabilities
Correct Answer: C Section: (none) Explanation
Explanation/Reference: QUESTION 77
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. ToencourageotherITareastoobservetherequirementsoftheSLAandOLAs


C. To identify new services for inclusion in existing SLAs and OLAs D. To create user feedback reports relating to their business area
Correct Answer: B Section: (none) Explanation
Explanation/Reference: QUESTION 78
Which of these options is a component of the Service Level Management process?
A. ServiceCatalogue(SC)
B. ServiceImprovementProgram(SIP) C. Service Agreement Practice (SAP) D. Service Level Requirements (SLR)
Correct Answer: C Section: (none) Explanation
Explanation/Reference: QUESTION 79
Which of the following is a principal activity of Service Level Management?
A. Identifyingcriticalbusinessperiodsandexceptions B. Implementingnewprocesses
C. Reviewing reports and performance
D. Engaging in contract negotiation
Correct Answer: D Section: (none) Explanation
Explanation/Reference:


QUESTION 80
You have been working closely with your organizations Service Level Manager and s/he has asked you to prepare a presentation that can be delivered to internal IT teams on the value and benefits of having an SLM process in place. Which of these options best describes one of the benefits?
A. UsershavefreedomofchoiceaboutwhichITteamstheywillworkwith
B. ThereareclearlydefinedITproceduresthatareenforceable
C. There are clearly defined penalties for customers and providers if responsibilities aren’t met D. Specific customer needs are known, enabling IT to priorities and plan
Correct Answer: D Section: (none) Explanation
Explanation/Reference: QUESTION 81
Which of these options is an appropriate SLM Metric?
A. CostsofdeliveringSLAs
B. Hierarchicalescalations
C. Reason for failure reports
D. Incident Management reports
Correct Answer: C Section: (none) Explanation
Explanation/Reference: QUESTION 82



Which of these options best describes the purpose of an SLA?
A. Toensurethatsupplierservicetargetsaredocumentedandagreed
B. Toensurethatuserservicetargetsaredocumentedandagreed
C. To ensure that revolver groups service targets are documented and agreed D. To ensure that Service Desk KPIs are documented and agreed
Correct Answer: B Section: (none) Explanation
Explanation/Reference: QUESTION 83
Where would you expect to find information regarding the appropriate procedure to deal with conflict between IT service providers and customers?
A. InProblemManagement
B. InChangeAgreements
C. In Operational Level Agreements D. In Service Level Agreements
Correct Answer: D Section: (none) Explanation
Explanation/Reference: QUESTION 84
Why do we need OLAs?
A. T o provide business-level reporting
B. T o demonstrate service quality
C. To ensure that IT teams meet SLAs
D. To tie down all the IT parties to contracts
Correct Answer: C


Section: (none) Explanation
Explanation/Reference: QUESTION 85
Which parties would generally be represented in an Underpinning Contract (UC)?
A. TheServiceDeskandexternal3rdparties B. Theuserandexternal3rdparties
C. The Service Desk and 2nd level support D. 2nd level support and the user
Correct Answer: A Section: (none) Explanation
Explanation/Reference: QUESTION 86
Which of these options best describes key components of a Service Catalogue?
A. IT services, customer responsibilities and OLAs
B. Criticalbusinessperiods,ITservicesandIncidentdata
C. Customer responsibilities, critical business periods and SLAs D. SLAs, individual KPIs and charges where appropriate
Correct Answer: C Section: (none) Explanation
Explanation/Reference:
QUESTION 87
What is a primary purpose of a customer satisfaction survey?


A. Toidentifywhatserviceproviderscanprovide B. Toidentifynewtrendsinsurveytechniques C. To identify what IT feels is important
D. To identify what users feel is important
Correct Answer: D Section: (none) Explanation
Explanation/Reference: QUESTION 88
Which of these options is an appropriate type of Service Desk Survey?
A. Focusgroups
B. ServiceLevelreporting C. Market research
D. Statistical analysis
Correct Answer: A Section: (none) Explanation
Explanation/Reference: QUESTION 89
Which of these options best describes periodic surveys?
A. TheyarebasedonuserperceptionoftheServiceDeskandITorganizationatthecurrentpointintime
B. TheyareusedtoevaluateoverallsatisfactionlevelswiththeproductsandservicesprovidedbytheServiceDeskandtheITorganization
C. They identify changes to products, services, and processes that analysts feel would improve their relationship with the IT organization and better meet user needs
D. They are regularly planned and scheduled on an Incident by Incident basis
Correct Answer: B Section: (none)


Explanation Explanation/Reference:
QUESTION 90
Which type of survey would you use to evaluate the success of your recent implementation of self-logging for users?
A. Aone-offsurvey
B. Aperiodicsurvey
C. A performance survey D. An event survey
Correct Answer: A Section: (none) Explanation
Explanation/Reference: QUESTION 91
What might be one purpose of a QA program?
A. T o address service management process issues
B. Toaddressserviceperformancethatismeetingexpectations
C. To address technical service delivery issues
D. To address internal cultural issues
Correct Answer: B Section: (none) Explanation
Explanation/Reference: QUESTION 92
Which of these options would you regard as a common Quality Assurance practice? A. Amonthlyvisittoallcustomerlocations


B. Aone-offmysteryshoppingexercise C. A review of service usage statistics D. A focus group meeting
Correct Answer: D Section: (none) Explanation
Explanation/Reference: QUESTION 93
Which of these definitions best describes the value of benchmarking in a Service Desk environment?
A. Toprovidemeaningfulandreadilyimplementedimprovementrecommendations B. ToseehowsuccessfultheServiceDeskiscomparedtoothers
C. To achieve industry leading status for the Service Desk
D. To demonstrate the Service Desks value to management
Correct Answer: A Section: (none) Explanation
Explanation/Reference: QUESTION 94
What are two common types of benchmarking?
A. Industryandpanacea
B. Market-basedandpeer-group C. Industryandpeer-group



D. Panacea and market-based
Correct Answer: C Section: (none) Explanation
Explanation/Reference: QUESTION 95
Which of these options best describes a benefit of benchmarking?
A. ItfacilitatestheServiceDeskrecruitmentprocess
B. ItfacilitatesthecreationofServiceDeskteams
C. It facilitates the creation of Service Desk disciplinary processes D. It facilitates Service Desk best practices
Correct Answer: D Section: (none) Explanation
Explanation/Reference: QUESTION 96
Why is Incident monitoring a valuable Service Desk activity?
A. ItcanhelptoavoidSLAbreaches
B. Itcansupportthedeliveryofusefulmetrics C. It can facilitate knowledge creation
D. It can help to improve error control
Correct Answer: A Section: (none) Explanation
Explanation/Reference:


QUESTION 97
If you were seeking to monitor the quality of your Incident Monitoring, which of these options best describes a suitable method?
A. MatchingindividualIncidentresponsesagainstSLAperformancelevels B. Followingupcallswithusersand2ndlevelsupportforeverycall
C. Conducting an online review with the analyst after the Incident is closed D. Reviewing Incident performance across the industry for comparison
Correct Answer: C Section: (none) Explanation
Explanation/Reference: QUESTION 98
Which of the options best describes a principal benefit of Incident Monitoring?
A. ItprovidesqualityandserviceassuranceforusersandtheServiceDesk B. ItreviewstheIncidentwiththeanalyststohelpdevelopusereducation C. It identifies opportunities for reduction in Incident volumes
D. It allows the Service Desk to deal with situations reactively
Correct Answer: A Section: (none) Explanation
Explanation/Reference: QUESTION 99
Which statement most accurately reflects some of the benefits of call monitoring?
A. Itprovidestraining,mentoringandidentificationofservicelevelmanagementopportunities B. itidentifiestrainingneeds,performanceneedsandidentificationofmarketingopportunities C. It provides staff feedback, mentoring opportunities and identification of training opportunities D. It verifies user perception, technical knowledge and training opportunities


Correct Answer: C Section: (none) Explanation
Explanation/Reference: QUESTION 100
Which of these options is a common mechanism for call monitoring?
A. ITSMsoftwaresystems B. IVRandACDsystems C. Listening in on calls
D. Time recording
Correct Answer: C Section: (none) Explanation
Explanation/Reference: QUESTION 101
Which of these options is a Service Desk model you might consider implementing?
A. Real-Time,Callback,Dispatch
B. Virtual,Centralized,Decentralized C. Unskilled, Skilled, Expert
D. Skilled, Insourced, Outsourced
Correct Answer: D Section: (none) Explanation
Explanation/Reference: QUESTION 102
Which of these options is a variable used to determine which support delivery methods are most appropriate?


A. ThecomplexityoftheIncidentsorServiceRequests B. ThestipulationsoftheSLA
C. The effectiveness of Knowledge Management
D. The Service Desks KPIs
Correct Answer: D Section: (none) Explanation
Explanation/Reference: QUESTION 103
Which of these options is the most important reason for a Service Desk Manager to take regular call measurements?
A. TomeasurethenumberofcontributionstotheSKMS B. Tomeasurehowtheteamisperformingoverall
C. To measure users’ knowledge levels
D. To measure improvements in customers’ knowledge
Correct Answer: B Section: (none) Explanation
Explanation/Reference: QUESTION 104
Which of these options would you use to support changing business demands?
A. Changeplanning
B. Resourceplanning C. Continuityplanning D. Contingencyplanning
Correct Answer: B Section: (none)


Explanation Explanation/Reference:
QUESTION 105
Which of these options is a step in the resource-scheduling process?
A. Determiningstaffingrequirementsbasedonprojectedvolumeandservicelevels B. Settingstaffschedulestofitwithindividualstart/finishtimes
C. Ensuring 24-hour shift staffing is at a standard level
D. Providing an accurate call volume forecast for every shift and person
Correct Answer: A Section: (none) Explanation
Explanation/Reference: QUESTION 106
Which of these options best describes common technologies used by the Service Desk?
A. PBX,ITILandIVR
B. AVR,E-talkandWikis C. E-Mail, Blogs, SLAs D. IM, KPIs and AVR
Correct Answer: B Section: (none) Explanation
Explanation/Reference: QUESTION 107
If your Service Desk is using its IT Service Management system correctly, what would you expect the outcome to be? A. Bettermanagementmeetingsandfeedbacksystems


B. BetterintegrationandconsistencyofITprojectsandprocedures
C. Better integration and consistency of service delivery and operations D. Better integration of call definition and reporting structures
Correct Answer: C Section: (none) Explanation
Explanation/Reference: QUESTION 108
Which of the following is one of the primary objectives for using ITSM tools?
A. TocontrolITandServiceDeskstaff
B. Todeliverprocessmetricsfromasingletool C. To deliver an ITIL accredited framework
D. To achieve ISO/IEC 20000
Correct Answer: B Section: (none) Explanation
Explanation/Reference: QUESTION 109
You have been tasked to select an IT Service Management tool, which of these options is a benefit you would use to justify the expenditure?
A. Itisacompetitivetoolthathelpstoboostorganizationalsuccess
B. ItisanessentialtoensurethattheimageoftheServiceDeskisenhanced C. It ensures that the cost per Incident handled is reduced



D. It delivers consistent metrics and reporting on service performance
Correct Answer: D Section: (none) Explanation
Explanation/Reference: QUESTION 110
Which of these options best describes a common issue encountered when implementing IT Service Management tools?
A. Toomuchtimeisspentontrackingculturalissuestoensuresuccess B. Thereisalackofmanagementinformation
C. The choice of available tools is too wide
D. Systems can be considered as relevant only to the Service Desk
Correct Answer: D Section: (none) Explanation
Explanation/Reference: QUESTION 111
Which type of Telephony System will provide a consistent and manageable telephone response operation?
A. Phoneswitch(PBX)
B. InteractiveVoiceResponse(IVR)
C. AutomatedCallDistribution(ACD)
D. Computer Telephony Integration (CTI)
Correct Answer: C Section: (none) Explanation
Explanation/Reference:


QUESTION 112
Which of these options is an objective of an ACD system?
A. T o record calls with users
B. T o log incidents according to priority
C. To manage analyst performance and work load
D. To control calls via an automated attendant
Correct Answer: C Section: (none) Explanation
Explanation/Reference: QUESTION 113
If you had to select a benefit of an ACD from this list, which would you choose?
A. Itwillhelpreducethenumberoflowprioritycallshandled
B. Itwillhelpreducetheamountoftimespentoneachcall
C. It will help with call management techniques such as skills-based routing D. It will help to keep the technology up to date within industry best practice
Correct Answer: C Section: (none) Explanation
Explanation/Reference: QUESTION 114
Which option best describes some common issues encountered when implementing an ACD system?
A. Customerresistanceandtoomuchfocusoncallwaitingtimes
B. Customerresistanceandtoomuchfocusonhuntgroups
C. Customer resistance and too much focus on operational statistics D. Customer resistance and too much focus on SLAs


Correct Answer: C Section: (none) Explanation
Explanation/Reference:
QUESTION 115
You are about to make a presentation to the Board to agree to the use of Computer Telephony Integration in your Service Desk. Which of the options listed will best explain the purpose of CTI?
A. Itwillensurefirmrulesareappliedtopriorityallocationforusers’incidents B. Itwillensurethatagentshavealltheusersdetailsinstantlyavailable
C. It will make the call management process more efficient
D. It will enable you to keep an eye on what your team is doing
Correct Answer: C Section: (none) Explanation
Explanation/Reference: QUESTION 116
Which of these options can be achieved using Computer Telephony Integration (CTI)?
A. Incidentpopping
B. Screenmanagement C. Call screening
D. Screen popping
Correct Answer: D Section: (none) Explanation
Explanation/Reference: QUESTION 117


When selecting a CTI system which of these would you choose as a key benefit of CTI in a Service Desk environment?
A. Analystswillbeabletoproducefullperformancedatatofeedtheirregularappraisal/reviewcycle B. Analystswillhaveaflexibleandcomprehensivecall-managementtool
C. Analystswillbeabletoinstantlyassessandprioritizeeverycall
D. Analysts will have quick and dynamic access to user details without asking for them
Correct Answer: D Section: (none) Explanation
Explanation/Reference: QUESTION 118
Which of these options is likely to be an issue when integrating CTI with Incident Management systems?
A. Theorganizationsstaffhavetimetobetrainedinthenewtechnology
B. Callersmaytypicallyneedtoinputdatatofacilitaterouting
C. The organizations telephone switch doesn’t support external software integration
D. Integration may result in longer connect (ASA) times caused by delays between answering calls and populating the screen
Correct Answer: A Section: (none) Explanation
Explanation/Reference: QUESTION 119
Which Service Desk service delivery channel identifies when an Incident has occurred and automatically initiates remedial action?
A. Self-service
B. Self-healing
C. Self-help
D. Remote support
Correct Answer: B


Section: (none) Explanation
Explanation/Reference:
QUESTION 120
There are many support options available for Service Desks and their users today, the most traditional of which is telephone support. What typically is its main purpose?

A. Toprovidefirst-linesupportwithanescalationroutetootherteamsasrequired
B. Toprovidefirstandsecond-linesupportwithallcallsresolvedattheServiceDesk C. To provide users with options to speak to other teams if the Service Desk is busy D. To provide education to the user base on how to resolve basic issues themselves
Correct Answer: A Section: (none) Explanation
Explanation/Reference: QUESTION 121
Which is a benefit of telephone support in a Service Desk?
A. Staffcanidentifycustomers’emotionsaswellasthefacts B. Staffcandrivecustomerstotakespecificremedialactions C. Customers feel that they can offload their emotions
D. Customers can be appeased more easily
Correct Answer: A Section: (none) Explanation


Explanation/Reference: QUESTION 122
What is the purpose of on-site (desk-side) support in a Service Desk environment?
A. Toprovidepersonalone-to-onesupportforeveryuser
B. Toprovideasupportpersonon-sitetoresolveanIncidentorServiceRequest C. To ensure rapid response for every user issue
D. To ensure users are reassured that IT support is always close to hand
Correct Answer: B Section: (none) Explanation
Explanation/Reference:
QUESTION 123
To provide the most appropriate form of support for the user; to educate users about basic aspects of Incidents resolution; and to develop rapport between analysts and users are objectives of which service delivery channel?
A. Self-service
B. Remotesupport C. Self-help
D. On-site support
Correct Answer: D Section: (none) Explanation
Explanation/Reference: QUESTION 124
You are explaining the benefits of desk-side support to your new-starters. Which of these options best describes one of these benefits? A. Itgivestheanalystaclearerunderstandingoftheusers’situation


B. Itestablishesbetterrapportwithsecond-lineanalysts
C. It enables the analyst to demonstrate their knowledge and skills to the user D. It offers opportunities to create new power-users
Correct Answer: A Section: (none) Explanation
Explanation/Reference: QUESTION 125
Which of these options best describes a skill level required for desk-side support?
A. IncidentManagementknowledge
B. Highlevelsofprocessdevelopmentknowledge C. Basic level technical skills
D. Management competency
Correct Answer: A Section: (none) Explanation
Explanation/Reference: QUESTION 126
Which of these options best describes one of the purposes of using electronic support tools?
A. Itsavestheneedtophysicallyassistuserstofixissues
B. Itsavesthecostofapersonbeinginvolved
C. It is more user-friendly to work through issues on screen together D. It quickly restores users to a functioning state
Correct Answer: D Section: (none) Explanation
Explanation/Reference:


QUESTION 127
Which of these wouldn’t be a key objective of electronic support delivery tools in a Service Desk environment?
A. Itiscosteffective
B. Itleadstofewerescalatedcalls
C. It enables users to learn how to resolve certain Incidents
D. It enables second and third level support teams to be less involved with simple problems
Correct Answer: D Section: (none) Explanation
Explanation/Reference: QUESTION 128
Which of the options best describes some primary benefits of using electronic support delivery tools in a Service Desk environment?
A. Itmayrestoreservicesfasteranditenablestheanalysttotrainusershowtobemoreself-sufficient
B. ItincreasesfirstcontactresolutionandreducesthenumberofIncidents
C. It decreases fix-time and allows users to see what analysts see
D. It allows users to watch and learn how the analyst solves problems and reduces the volume of Incidents logged
Correct Answer: A Section: (none) Explanation
Explanation/Reference: QUESTION 129
Enabling users to log and track the status of their own Incidents and Service Requests is the primary purpose of
A. Incidentmanagement
B. ReleaseandDeploymentmanagement C. IT Self-healing
D. IT Self-service


Correct Answer: D Section: (none) Explanation
Explanation/Reference: QUESTION 130
Which of these options is a primary objective of self- service for Service Desks?
A. ToenableuserstobecomeexpertsinITsupport
B. Tohelpuserstologtheirownincidents
C. To enable users to resolve incidents for their colleagues D. To help users to close their own incidents
Correct Answer: B Section: (none) Explanation
Explanation/Reference:
QUESTION 131

Using self-service as a delivery method in a Service Desk environment is often seen as a great step to reduce direct user contact costs which of the following is also a benefit of self-service?
A. ItcanhelptopreventuserscallingtheServiceDesk
B. Itcanbeusedtologcalls,servicerequestsorIncidents,savingServiceDesktime C. It can develop tailored tutorials to help users help themselves
D. It can eliminate the need to provide feedback to users
Correct Answer: B


Section: (none) Explanation
Explanation/Reference: QUESTION 132
You have been asked to introduce self-service tools for your Customers, but your staff are concerned that there may be some issues, why might this be?
A. Thefunctionalitymaybeavailableinyourmarket-leadingServiceManagementtool B. EveryoneinITmightusecompletelyprofessionallanguagewhenloggingupdates C. Its introduction may increase the volumes of telephone calls to the Service Desk
D. Its use will negatively impact service level performance
Correct Answer: B Section: (none) Explanation
Explanation/Reference: QUESTION 133
Which of these options is the best description of one of the purposes of self-healing tools?
A. Toidentifyerrorsandcorrectthemwithouthumanintervention B. Topreventusersfromdownloadingoraccessingillegalsoftware C. To correct errors once a technician has keyed in the correct data D. To reduce headcount in IT technical support teams
Correct Answer: A Section: (none) Explanation
Explanation/Reference:
QUESTION 134
What can self-healing tools deliver?


A. Automatedescalation B. Automatedlogging
C. Automated recovery D. Automated attendant
Correct Answer: C Section: (none) Explanation
Explanation/Reference: QUESTION 135
Which of the following options would be a clear benefit of using self-healing as a delivery method in a Service Desk environment?
A. Itremovestheneedforreactivesupportstaff
B. Itincreasestheproblem-solvingabilitiesofusers C. It reduces the need for reactive support staff
D. It improves hardware resource utilization
Correct Answer: C Section: (none) Explanation
Explanation/Reference: QUESTION 136
Which of these options would be a common issue to overcome when introducing self-healing tools?
A. Somesupportteammembersarereluctanttohelpinstallthetools B. Somecustomersareresistant,dependingonlevelsofITmaturity C. Some customers are over enthusiastic about adopting new tools D. Some users become uncommunicative and out of touch
Correct Answer: B Section: (none) Explanation


Explanation/Reference:
QUESTION 137
You run a very busy, high-pressure Service Desk and are in the process of recruiting several new analysts. Which of these options most accurately relates to a key element of the interview process?
A. Usearelaxedandinformalapproachwithre-takingandfewpre-preparedquestions
B. Haveaclearstructurefortheinterviewsandallowthecandidatetoexpresshisorherpreferencesforthetypeofquestionss/hepreferstobeasked C. Ensure that you follow your organizations recruitment process
D. Use role-play in the interview to assess their ability to perform under pressure
Correct Answer: C Section: (none) Explanation
Explanation/Reference: QUESTION 138
Which would be a desirable quality to look for in Service Desk staff?
A. Quick learner B. Strategicfocus C. Thrill seeker
D. Technical focus
Correct Answer: A Section: (none) Explanation
Explanation/Reference: