Question 1

Which of these options is a step in the resource-scheduling process?

Options :

A : Determining staffing requirements based on projected volume and service levels

B : Setting staff schedules to fit with individual start/finish times

C : Ensuring 24 hour shift staffing is at a standard level

D : Providing an accurate call volume forecast for every shift and person

Answer: A

Question 2

You are tasked with delivering a presentation to your senior management team on the topic of The

New, Improved Service Desk. What is a key point to remember when preparing this presentation?

Options :

A : Senior management is always interested in IT Service Management

B : The language of the boardroom is the most appropriate way to speak

C : The use of technological terms is quite acceptable

D : The visual aids should be packed with information

Answer: B

Question 3

Which statement best describes the difference between Reactive Problem Management and

Proactive Problem Management?

Options :

A :

Reactive Problem Management is concerned with solving problems in response to Known Errors;

Proactive Problem Management is concerned with identifying quick fixes

B :

Reactive Problem Management is concerned with solving problems in response to one or more

Incidents; Proactive Problem Management is concerned with identifying underlying Problems

C :

Reactive Problem Management is concerned with analysing and trending Incident records; Proactive

Problem Management is concerned with solving problems in response to one or more Incidents

D :

Reactive Problem Management is concerned with eliminating root causes; Proactive Problem

Management is concerned with identifying future business needs

Answer: B

Question 4

Which one of these options would be a feature of effective management?

Options :

A : Delivery of work as required

B : High levels of personal care

C : Strict adherence to processes

D : Focus on tactical goals

Answer: A

Question 5

Which of these options is a key benefit of IT Service Continuity Management?

Options :

A : Potential lower insurance premiums

B : Improved management of issues

C : An increase in potential lost revenue

D : A reduction in the number of repeat Incidents

Answer: A

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