Question 1

How does the queueing theory or Erlang variables influence the structuring of service desk teams?

Options :

A : It dictates the software tools used by the service desk.

B : It is used to calculate query arrival rates and acceptable waiting times, influencing team size.

C : It determines the office layout for service desk teams.

D : It influences the hiring process for service desk agents.

Answer: B

Question 2

What is considered an incident?

Options :

A : Inability to assign resources to all tasks in the backlog

B : Planned interruption to a service

C : End-users having to use self-help tools

D : Reduction in the quality of a service

Answer: D

Question 3

An organization is designing a value stream for onboarding users. At which step in value stream mapping should the involvement of the service desk practice be identified?

Options :

A : Reflect on the value stream map

B : Define the purpose of the value stream

C : Create a ‘to be’ value stream map

D : Identify the scope of the value stream analysis

Answer: C

Question 4

What is a primary action taken during the fulfilment review in a highly automated service request model?

Options :

A : The fulfilment-s effectiveness is evaluated, potentially involving user feedback.

B : The fulfilment process is initiated again.

C : The user is asked to manually confirm the fulfilment of every request.

D : Every detail of the service request is manually reviewed.

Answer: A

Question 5

Which of the following is a benefit of using self-service tools in the 'Triage the user query' process?

Options :

A : Increasing the workload on service desk agents

B : Limiting the types of queries that can be submitted by users

C : Completely removing human interaction from the service desk

D : Reducing the time and effort spent on routing queries

Answer: D

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