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QUESTION NO: 11
Which these options would NOT be a responsibility of the Service Desk?
4
A. Representing the ITorganisation
B. Delivering first time fixes
C. Operating as a communications channel
D. Providing a reliable IT infrastructure
Answer: D
QUESTION NO: 2
Which option is the best example of a closed question?
A. What are the symptoms of your Incident?
B. Tell me what you were doing immediately prior to the Incident?
C. What version of the software do you have?
D. How can I be of help?
Answer: C
QUESTION NO: 9
Consider your responsibilities as an SDA: which of these options best describes one of
yourprincipal responsibilities?
A. To provide easily understood and accurate answers to users questions
B. To provide technically detailed answers tousers questions
C. To provide users with information about the workings of the Service Desk
D. To provide recommendations about technical courses to users
Answer: A
QUESTION NO: 6
Which option is a benefit of using Knowledge Management in a Service Desk?
A. This ensures that all staff will log Incidents uniformly
B. It removes the need for training of Service Desk staff
C. It reduces the Incident talk time for users
D. It reduces the overall cost of support
Answer: D
QUESTION NO: 4
Which of these options is NOT part of the correct procedure for putting a user on hold?
A. Asking the user for permission to remotely access their system
B. Communicating a valid reason for putting the user on hold
C. Giving the user a reasonable time frame
2
D. Regularly updating the user about the wait-time
Answer: A
QUESTION NO: 7
In order to measure its efficiency, a Service Desk routinely measures First
Contact Resolution performance; what else might this data be used for?
A. To measure the effectiveness of the escalation procedure
B. To indicate levels of customer satisfaction
C. To measure how long users wait to speak to an SDA
D. To evaluate and adjust staffing levels
3
Answer: B
QUESTION NO: 12
What should an SDA reasonably expect of users when they contact the service desk for
assistance?
A. To provide valuable information regarding their opinion of the Service Desk
B. To provide valuable information regarding their view of the SLA
C. To provide an opportunity to receive feedback regarding their technical ability
D. To provide the relevant information needed to resolve their incident
Answer: D
QUESTION NO: 10
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
QUESTION NO: 8
Which option best describes one of the roles of an SDA?
A. Managingusers expectations
B. Delivering problem support
C. Negotiating SLAs with customers
D. Achieving reporting targets
Answer: A
QUESTION NO: 1
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
Answer: A
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