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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 defined as a cause, or potential cause, of one or more incidents?
What is defined as a cause, or potential cause, of one or more incidents?A . ChangeB . EventC . Known errorD . ProblemView AnswerAnswer: D
Which statement about the steps to fulfill a service request is CORRECT?
Which statement about the steps to fulfill a service request is CORRECT?A . They should be complex and detailedB . They should be well-known and provenC . They should include incident handlingD . They should be brief and simpleView AnswerAnswer: B
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 practice requires that staff demonstrate excellent customer service skills, such as empathy and emotional intelligence?
Which practice requires that staff demonstrate excellent customer service skills, such as empathy and emotional intelligence?A . Problem managementB . Supplier managementC . Release managementD . Service deskView AnswerAnswer: D
What defines the requirements for a service and takes responsibility for the outcomes of service consumption?
What defines the requirements for a service and takes responsibility for the outcomes of service consumption?A . An IT assetB . A customerC . A configuration item (CI)D . A userView AnswerAnswer: B
Which practice has a purpose that includes observing a service to report selected changes of state identified as events?
Which practice has a purpose that includes observing a service to report selected changes of state identified as events?A . Information security managementB . Monitoring and event managementC . Incident managementD . Change controlView AnswerAnswer: B
It should be based on the objectives of the organization
It should be based on the objectives of the organizationA . 1 and 2B . 2 and 3C . 3 and 4D . 1 and 4View AnswerAnswer: D
Which describes normal changes?
Which describes normal changes?A . Changes that are low-risk and pre-authorizedB . Changes that need to be scheduled and assessed following a processC . Changes that are typically initiated as service requestsD . Changes that must be implemented as soon as possibleView AnswerAnswer: B
