What is the primary objective of workforce management?
(Choose 1)

• A.To identify the resourcing requirements needed to meet demand and achieve goals.
• B.To undertake and structure organisational change.
• C.To undertake comprehensive research into the workforce management practices of top service organisations.
• D.To reduce headcount.

Comment: *

Name: *

Email: *

Verification: *

What process is used to document and monitor the Service Desks service objectives and goals?
(Choose 1)

• A.Service level management.
• B.Objective management.
• C.Performance management.
• D.Risk management.

Comment: *

Name: *

Email: *

Verification: *

What is the primary benefit of implementing a release management process?
(Choose 1)

• A.A release management process enables resources to be utilised more effectively.
• B.A release management process eradicates single points of failure.
• C.A release management process allows managers to maintain control over products.
• D.A release management process ensures that the products will be well received by everyone.

Comment: *

Name: *

Email: *

Verification: *

You are arranging a strategy planning meeting with representatives from IT and other areas within the organisation. What two actions must you take to ensure a successful meeting?
(Choose 2)

• A.Produce a list of possible participants.
• B.Work to flexible timings according to individual preferences.
• C.Practice effective time management.
• D.Provide an adequate room with plenty of refreshments.
• E.Provide adequate notice of the meeting to participants.

Comment: *

Name: *

Email: *

Verification: *

You really want to encourage good teamwork in your Service Desk. Which of these activities is the best one to undertake to help you to achieve your objective?
(Choose 1)

• A.Work together to accomplish common goals.
• B.Organise regular team social events.
• C.Ensure a secure working environment.
• D.Encourage the personalisation of workstations.

Comment: *

Name: *

Email: *

Verification: *