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, which of these options would you suggest is a way for you to contribute to IT and business objectives?

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

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

You are about to make a presentation to the Board to agree to the use of Computer Telephony Integration in your Service Desk. Which of the options listed will best explain the purpose of CTI?

A. It will ensure firm rules are applied to priority allocation for users incidents

B. It will ensure that agents have all the users details instantly available

C. It will make the call management process more efficient

D. It will enable you to keep an eye on what your team is doing