Which process within the Service Desk focuses on capturing, structuring, and sharing information?
(Choose 1)

• A.Problem management.
• B.Change management.
• C.Knowledge management.
• D.Incident management.

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Why is a code of conduct important in a successful support environment?
(Choose 1)

• A.A code of conduct ensures the expected behaviour of other staff towards Service Desk personnel.
• B.A code of conduct documents exceptions to the rules.
• C.A code of conduct ensures compliance from all employees.
• D.A code of conduct describes what behaviour is deemed to be ethical.
• E.A code of conduct provides clarity of penalties for all complaints.

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What is the primary benefit of monitoring incidents in the Service Desk?
(Choose 1)

• A.Monitoring incidents keeps problems to a minimum.
• B.Monitoring incidents allows you to react quickly to unforeseen situations.
• C.Monitoring incidents allows you to address situations proactively.
• D.Monitoring incidents keeps track of important customers.

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What are two critical success factors for Problem management?
(Choose 2)

• A.The quality of service is stabilised.
• B.The cost of IT to the business is reduced.
• C.The proper classification of incidents is consistent.
• D.The cost of IT to the business is justified.
• E.The impact of problems on business activity is eliminated.

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What is the difference between incident management and problem management?
(Choose 1)

• A.Problem management prevents customers from calling; incident management handles calls when customers do call.
• B.Problem management deals with conflicts within an SLA; incident management is independent of the SLA.
• C.Problem management is focused on helping customers; incident management is focused on processes and procedures.
• D.Problem management finds and eliminates the underlying causes of incidents; incident management resolves incidents as quickly as possible.

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