Which option is a clear objective of having a Service Desk mission statement?

A. To inform staff to follow procedures

B. To get IT resolver groups working to clear OLAs

C. To show IT management how the Service Desk is structured

D. To obtain commitment and buy-in to the Service Desk

As a Service Desk manager you are expected to demonstrate certain behaviours that will help you to help your team meet the commitments you have made on their behalf. Which of these options best describes one of those behaviors?

A. Provide hard-hitting feedback on the performance of other teams

B. Provide effective strategies to ensure rapid promotion for all the team

C. Explain how and why you monitor and benchmark your teams progress

D. Explain how and why you monitor individual failures

If you were establishing a Problem Management process in your organization, which of the following would be one of your primary objectives?

A. To eliminate all Problems over time

B. To prevent Incidents developing into Problems

C. To eliminate the occurrence of all user-related Problems

D. To minimise the impact of Incidents that cannot be prevented

Which process would provide the benefit of better protection for personal and organisational data?

A. IT Service Continuity Management

B. Risk Management

C. Information Security Management

D. Release and Deployment Management

Your team leaders act as coaches to their team members. Which option best explains why effective coaching is so beneficial to the organization?

A. It allows the coaches to develop their coachee the way they think is best

B. It improves the quality of customer service provided to users

C. It creates an instant rapport with staff

D. It offers an opportunity for the coachee to raise sensitive issues