Question 1

Which of these options would be a typical feature of an On-going survey?

Options :

A : It is carried out on a six monthly cycle

B : It is executed as soon as possible after a call is closed

C : It is conducted with a minimum of 10 questions to be comprehensive

D : It is designed to show longer term trends in customer satisfaction

Answer: B

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

You need to write a business case for your new ITSM software system; which key element is it

appropriate to include?

Options :

A : A clear list of potential savings

B : The impact on board members oft buying the software

C : An ROI report on the technical and operational benefits

D : A specification for a CMDB

Answer: A

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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