You are trying to promote the Service Desk through a variety of recognized and effective channels.
Which of these statements best describes a channel to use?
A. Articles in the local newspaper and Have a Go days
B. Open house days and distributing Service Desk fliers
C. Distributing free pens and Service Desk induction training
D. Induction training and team-building away days
Typically, what might a vision statement identify for the Service Desk?
A. Short-term goals
B. Medium-term objectives
C. Long-term goals
D. Ongoing operational objectives
If you are looking to gather further information to help resolve a users issue, which of these options would it NOT be appropriate to use?
A. Structured questioning of users by an analyst
B. One-way information provided by a user
C. One-to-one interviews with all Service Desk staff
D. Unstructured free-form questioning by an analyst
Which of these options would be an advantage you could confidently highlight when recommending outsourcing to your organization?
A. It will facilitate improved staffing flexibility
B. It will eliminate staffing problems
C. It will improve the profitability of the organization
D. It will improve service performance
Identify a key component of a good internal communications programme
A. Feedback mechanisms to test SLAs
B. Cleverly crafted and worded documents
C. Clarity on the messages to be communicated
D. Use of promotional materials mugs, mouse mats etc.
Which of these options best describes key components of a Service Catalogue?
A. IT services, customer responsibilities and OLAs
B. Critical business periods, IT services and Incident data
C. Customer responsibilities, critical business periods and SLAs
D. SLAs, individual KPIs and charges where appropriate
Which statement most accurately reflects some of the benefits of call monitoring?
A. It provides training, mentoring and identification of service level management opportunities
B. it identifies training needs, performance needs and identification of marketing opportunities
C. It provides staff feedback, mentoring opportunities and identification of training opportunities
D. It verifies user perception, technical knowledge and training opportunities
Which of these options is NOT likely to be an issue when integrating CTI with Incident Management systems?
A. The organisations staff have no time to be trained in the new technology
B. Callers may typically need to input data to facilitate routing
C. The organisations telephone switch does not support external software integration
D. Integration may result in longer connect (ASA) times caused by delays between answering calls and populating the screen
Which of these would NOT be a key objective of electronic support delivery tools in a Service Desk environment?
A. It is cost effective
B. It leads to fewer escalated calls
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
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. It can help to prevent users calling the Service Desk
B. It can be used to log calls, service requests or Incidents, saving Service Desk time
C. It can develop tailored tutorials to help users help themselves
D. It can eliminate the need to provide feedback to users
