Question 1

Which activity of the ‘service desk optimization’ process considers information about major incidents and disasters?

Options :

A : Service desk improvement initiation

B : Service desk improvement communication

C : Triage the user query and initiate the appropriate activities

D : Service desk review

Answer: D

Question 2

A service provider supports an international customer organization with users in many countries. The service provider aims to ensure high and consistent quality of request fulfilment for all users at all locations. How should the service provider use the workflow and collaboration system to support this objective?

Options :

A : It should support creation and use of service request models

B : It should allow for a flexible and affordable super-user role

C : It should offer convenient self-help capabilities

D : It should offer a flexible measurement and reporting capability

Answer: A

Question 3

Service request models encompass various aspects of service management. Which of the following is NOT directly described in service request models as per the four dimensions of service management?

Options :

A : Procedures and workflows

B : Roles and teams responsible

C : Automation and tools used

D : Customer satisfaction metrics

Answer: D

Question 4

The request catalogue is a part of what other source of information?

Options :

A : The service desk

B : Service level agreements

C : The service catalogue

D : Service request models

Answer: C

Question 5

What is a primary advantage of a distributed service desk team?

Options :

A : Increased reliance on a single communication channel.

B : Reduced need for coordination among different geographical teams.

C : Ability to maintain service standards while expanding the service provider-s presence.

D : Decreased need for common communication standards.

Answer: C

Free Monitor-Support-and-Fulfill Mock Exam – Practice Online Confidently

Buying Options: