What is the primary goal of problem management?
(Choose 1)

• A.The primary goal of problem management is to restore normal service.
• B.The primary goal of problem management is to reduce the number of incidents.
• C.The primary goal of problem management is to resolve incidents quickly.
• D.The primary goal of problem management is to eliminate the cause of incidents.

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Your team is expected to resolve most incidents and problems themselves without sending deskside personnel to support the customer. However, there are occasions when the team needs to offer deskside support. What is the best reason for using deskside support?
(Choose 1)

• A.Your team should be more visible in the company.
• B.Your team is unsure of how to resolve the problem.
• C.Your team is short-staffed due to training commitments.
• D.Your team cannot resolve the problem using remote support methods.

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You are planning to implement self-service as another option for your customers for their service and support requirements. What would you describe as three key customer benefits of this option?
(Choose 3)

• A.It enables customers to make their own amendments to procedures.
• B.It enables customers to check call status.
• C.It enables customers to update the schedules.
• D.It allows customers access to the knowledgebase.
• E.It allows customers to log their own requests and incidents.

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Which are the two most appropriate situations for providing deskside support?
(Choose 2)

• A.Provide deskside support only if the SLA requires it.
• B.Provide deskside support if you must replace the customers hardware.
• C.Provide deskside support to address an urgent requirement.
• D.Provide deskside support if you need to calm the customer down.
• E.Provide deskside support if the Service Desk is not busy.

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What is a good way of encouraging staff to develop their skills?
(Choose 1)

• A.Develop education programmes that reward initiative.
• B.Encourage the HR department to work with your team.
• C.Allow them to choose their own skills development path.
• D.Send them on interesting courses.

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