What is the best way for an SDA to enhance the image of the Service Desk?
A. Dress to reflect your professionalism
B. Ensure users are aware that the Service Desk is the key component in IT
C. Provide accurate information to users without denigrating other teams
D. Advise users of resolutions via the weekly Service Desk email
Which option is NOT a type of non-verbal communication?
A. Eye contact
B. Body language
C. Facial expressions
D. Open questions
Which option best describes the difference between open and closed questioning?
A. Open questions may elicit any answer, whilst closed questions can only have one answer
B. Open questions aim to draw out more information, whilst closed questions elicit simple factual responses
C. Open questions are objective and closed questions are subjective
D. Open questionsdont provide clear answers whilst closed questions are factual
Which emotional response from a user would be considered unacceptable and would require escalation?
A. Aggression
B. Impatience
C. Cynicism
D. Defensiveness
Under what circumstance would it be acceptable to ask a user a series of closed questions?
A. When you are initially trying to establish the root cause of a users Incident
B. When the user is giving a long winded and very detailed description of their issue
C. When you are taking the details of a new Service Request
D. When you are carrying out a quality review of a resolved Incident
Which of these options is NOT a recognised technique for managing stress?
A. Participation in charity or fund-raising activities
B. Undertaking physical exercise
C. Participation in a reward and recognition scheme
D. Using breathing techniques
Which of these statements about Problem Management is INCORRECT?
A. The Service Desk is not responsible for Problem Management but may be required to work with technical teams to diagnose Problems
B. The Service Desk is not responsible for Problem Management but manages Major Incident reviews
C. The Service Desk is not responsible for Problem Management but contributes by identifying recurring Incidents
D. The Service Desk is not responsible for Problem Management but uses known errors to aid fast resolution
Which of these options best describes the primary purpose of Knowledge Management?
A. It improves efficiency by reducing the need to rediscover knowledge
B. It ensures that there is a large volume of technical information available
C. It ensures that Incident records contain meaningful resolution information
D. It provides workaround solutions for routine Incidents
Which of these options is a typical example of a wireless device?
A. A desktop printer
B. A Blackberry or PDA
C. An email server
D. A telephone headset
Which of these options is a wireless device commonly supported by the Service Desk?
A. PDAs
B. IPODs
C. CPUs
D. ACDs
