What two actions will help you to establish good relationships with other support teams?
(Choose 2)

• A.Develop strategies that allow the Service Desk to be recognised as the leader in all support requirements.
• B.Ensure your team understands the roles and responsibilities of other teams.
• C.Develop plans that allow other teams to be seen as fundamental to successful support activities.
• D.Communicate the project, goals and objectives of the Service Desk.

Comment: *

Name: *

Email: *

Verification: *

Which statement most accurately describes what must be included in an IT change management process?
(Choose 1)

• A.The Service Desk must commit to the change even if it fails.
• B.Any cross-cultural communication issues must be rectified.
• C.The service level agreement must be modified to include the change.
• D.The possible risks of the proposed change must be assessed.

Comment: *

Name: *

Email: *

Verification: *

What are two key operational metrics for release management activities?
(Choose 2)

• A.The number of problems recorded in the problem management database that are attributable to releases over a period of time.
• B.The number of CIs added to the CMDB (Configuration Management Database) over a period of time.
• C.The number of incremental software releases over a period of time.
• D.The number of new hardware releases requested by customers over a period of time.

Comment: *

Name: *

Email: *

Verification: *

What is the most important benefit of benchmarking?
(Choose 1)

• A.Benchmarking identifies ways of reducing headcount.
• B.Benchmarking provides the basis for improvement initiatives.
• C.Benchmarking justifies requesting additional money for the budget.
• D.Benchmarking removes the risk of outsourcing.

Comment: *

Name: *

Email: *

Verification: *

What is the most accurate description of staffing?
(Choose 1)

• A.Ensuring that adequate staff are available to provide IT services as defined in the SLA.
• B.Ensuring that unplanned absences are allowed for in the rota.
• C.Ensuring that shifts all have the same number of staff.
• D.Ensuring that you staff according to the objectives of ITSM.

Comment: *

Name: *

Email: *

Verification: *