Question 1

Which of these options best describes key components of teamwork?

Options :

A : Working together to accomplish common goals, sharing ideas and sharing the number of calls fairly

B : Working together to accomplish common goals, sharing ideas and sharing the glory fairly

C : Working together to accomplish common goals, sharing ideas and sharing the workload fairly

D : Working together to accomplish common goals, sharing ideas and sharing the blame fairly

Answer: C

Question 2

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 3

As a Service Desk manager, which of these options would you suggest is a way for you to contribute

to IT and business objectives?

Options :

A : Tell management about every Incident that occurs

B : Provide suggestions on how to improve IT services

C : Identify new business opportunities

D : Market the successes of the IT organisation

Answer: B

Question 4

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 5

You have recently been promoted to Service Desk Manager and you are keen to show how much you

wish to succeed in this role. Which statement best describes some of the skills that will help you to

succeed?

Options :

A : Excellent influencing skills, exemplary debating and creative writing skills

B : A University Degree in Computer Sciences and strong negotiating skills

C : Strong team building skills, excellent people-management and communication skills

D : Time management skills excellent technical and analytical skills

Answer: C

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