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What are the MOST important skills required by service desk staff?
What are the MOST important skills required by service desk staff?A . Incident analysis skillsB . Technical skillsC . Problem resolution skillsD . Supplier management skillsView AnswerAnswer: A
Which guiding principle recommends using the minimum number of steps necessary to achieve an objective?
Which guiding principle recommends using the minimum number of steps necessary to achieve an objective?A . Progress iteratively with feedbackB . Focus on valueC . Think and work holisticallyD . Keep it simple and practicalView AnswerAnswer: D
What is the purpose of the ‘deployment management’ practice?
What is the purpose of the ‘deployment management’ practice?A . To ensure services achieve agreed and expected performanceB . To make new or changed services available for useC . To move new or changed components to live environmentsD . To set clear business-based targets for service performanceView AnswerAnswer: C
Which describes a set of defined steps for implementing improvements?
Which describes a set of defined steps for implementing improvements?A . The ‘improve’ value chain activityB . The ‘continual improvement register’C . The ‘continual improvement model’D . The ‘engage’ value chain activityView AnswerAnswer: C
The purpose of the supplier management practice is to ensure that the organization’s suppliers and their [?
Identify the missing word in the following sentence. The purpose of the supplier management practice is to ensure that the organization’s suppliers and their [?] are managed appropriately to support the seamless provision of quality products and services.A . costsB . usersC . valueD . performancesView AnswerAnswer: D
What is the expected outcome from using a service value chain?
What is the expected outcome from using a service value chain?A . Service value streamsB . Customer engagementC . Value realizationD . The application of practicesView AnswerAnswer: C
Which statement about a ‘continual improvement register’ is CORRECT?
Which statement about a ‘continual improvement register’ is CORRECT?A . It should be managed at the senior level of the organizationB . It should be used to capture user demandC . There should only be one for the whole organizationD . It should be re-prioritized as ideas are documentedView AnswerAnswer:...
What are the MOST important skills required by service desk staff?
What are the MOST important skills required by service desk staff?A . Incident analysis skillsB . Technical skillsC . Problem resolution skillsD . Supplier management skillsView AnswerAnswer: A
What helps diagnose and resolve a simple incident?
What helps diagnose and resolve a simple incident?A . Rapid escalationB . Formation of a temporary teamC . The use of scriptsD . Problem prioritizationView AnswerAnswer: C
Which guiding principle recommends using the minimum number of steps necessary to achieve an objective?
Which guiding principle recommends using the minimum number of steps necessary to achieve an objective?A . Progress iteratively with feedbackB . Focus on valueC . Think and work holisticallyD . Keep it simple and practicalView AnswerAnswer: D
