Question 1

Which statement about collaboration is CORRECT?

Options :

A : Collaboration focuses on the organization's goals

B : Collaboration should be used instead of swarming or

C : Collaboration can be enforced by aligning metrics between teams

D : Collaboration is most useful for standardized work

Answer: A

Question 2

Which approach may help to improve incident resolution times by moving support activities from specialist teams to frontline teams or users?

Options :

A : Shortest item first

B : Swarming

C : Shift-left

D : Robotic process automation

Answer: C

Question 3

An international e-commerce company is planning to launch a new mobile shopping application. During the initial design, the project team has encountered challenges in ensuring the app aligns with regional customer preferences, while maintaining a consistent user experience. The team also needs to address scalability and security concerns. What approach should the company take to improve this situation?

Options :

A : Focus on app performance and security features

B : Implement a global standard design

C : Adopt a design thinking approach based on customer and user feedback

D : Establish a team of expert developers to revise the initial design

Answer: C

Question 4

A technology firm has implemented a new ticketing system for managing customer support requests. However, the firm is facing challenges in effectively prioritizing and managing these tickets due to varying levels of urgency and complexity. Some high-priority issues are being delayed, while less critical requests are being addressed too soon, leading to customer dissatisfaction and inefficiencies in the workflow. How should the firm improve this situation?

Options :

A : Prioritize tickets based on the order of receipt

B : Develop a dynamic prioritization model that assesses the impact and urgency of each ticket

C : Stop recording requests during exceptionally busy times

D : Limit ticket submissions to reduce the workload on support staff

Answer: B

Question 5

A service desk manager is creating a job profile for a service desk team lead. The following requirements have been identified: Ability to use company processes and tools, Leadership skills, Knowledge of service desk objectives. What is the MOST important additional requirement for the job profile?

Options :

A : Knowledge of how to log incidents and service requests

B : Commitment to continual improvement

C : Experience of financial management

D : Technical knowledge of the supported products

Answer: B

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