Which is a method for assessing team development needs?
(Choose 1)

• A.Knowledge management.
• B.Benchmarking.
• C.Skills gap analysis.
• D.Call monitoring.

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Which statement best describes two basic components of problem management?
(Choose 1)

• A.Document control and service control.
• B.Knowledge control and time control.
• C.Change control and incident control.
• D.Error control and problem control.

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What is the best reason for having security policies in a Service Desk?
(Choose 1)

• A.Security policies safeguard the Service Desks staff from liability.
• B.Security policies are required by IT management.
• C.Security policies ensure that security is everyones concern.
• D.Security policies protect the company and customers from unauthorised access.

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What is an essential requirement for effective workforce scheduling?
(Choose 1)

• A.Ensuring that all shifts are staffed equally.
• B.Working out precise details for IT continuity situations.
• C.Adjusting expectations as needed.
• D.Gaining support for your plans from the Company Accountant.

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If you are looking to motivate your Service Desk staff, which of these statements most closely matches how you would want them to perceive you?
(Choose 1)

• A.As an approachable, nice and understanding person.
• B.As an outstanding motivational speaker.
• C.As an exceptional, innovative and demanding leader.
• D.As being excellent in inspiring people to achieve a new vision.

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