What is the key benefit of telephone support?
(Choose 1)

• A.It minimises the need for desk side support.
• B.It provides an effective barrier against emotions.
• C.It is faster than self-service.
• D.It tells you about the customers emotional state.

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Which metric would management expect to see and use from configuration management?
(Choose 1)

• A.Number of incidents logged against CIs.
• B.Number of CIs against SLAs.
• C.Number of unauthorised CIs.
• D.Total number of CIs.

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What is a best practice for recruiting the best possible staff?
(Choose 1)

• A.Let your team interview prospective employees.
• B.Recruit only from the pool of recent college graduates.
• C.Focus on the technical skills of prospective employees.
• D.Rehire previous employees who already know the job.

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What is a common type of customer satisfaction survey used by the Service Desk?
(Choose 1)

• A.A telephone survey to 25 customers a day.
• B.An annual or periodic survey.
• C.A selective survey.
• D.An email survey scheduled for every Tuesday.

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What are two of the best uses of self-service technology?
(Choose 2)

• A.Self-service technology maintains an inventory of equipment.
• B.Self-service technology gives customers the ability to solve problems on their own.
• C.Self service technology allows customers to find information on procedures.
• D.Self-service technology allows customers to comment on the performance of support staff.
• E.Self-service technology helps customers talk to one another about problems.

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