What is an essential key performance indicator to ensure that IT Service Continuity Management is kept up to date?
(Choose 1)

• A.Regular inspection of the third party contractor process.
• B.Clearly documented IT Service Continuity Management procedures.
• C.Regular IT service continuity testing.
• D.Backup logs of key business data files.

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What is the best description of benchmarking in a Service Desk?
(Choose 1)

• A.Benchmarking is a marketing tool that increases the Service Desks visibility to its customers.
• B.Benchmarking is allowing your support staff to determine the method it will use to provide service.
• C.Benchmarking is a comparative study of the Service Desks performance against comparable organisations.
• D.Benchmarking is determining whether the knowledge base is complete and filling in any gaps.

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What is the primary advantage of using remote support?
(Choose 1)

• A.Remote support removes all responsibility for solving problems from the customer.
• B.Remote support decreases the number of analysts needed to support customers.
• C.Remote support reduces the overall cost of support.
• D.Remote support allows the customer to solve problems without contacting an analyst.

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Which two are key characteristics of an effective manager?
(Choose 2)

• A.Demands extra effort to meet deadlines.
• B.Develops effective procedures and implements them.
• C.Continually champions the business goals and culture.
• D.Understands business direction.

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Which three are typical characteristics of successful projects?
(Choose 3)

• A.The number of people required for the project is agreed on.
• B.The project is not discussed openly until project completion.
• C.All Interested parties are recognized.
• D.A plan is developed for all aspects of communication.
• E.Meetings are scheduled according to availability of staff.

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