What is the primary benefit of IT Service Continuity Management in a disaster situation?
(Choose 1)

• A.Meeting regulatory requirements.
• B.Lower future insurance premiums.
• C.Effective recovery of business systems.
• D.Improved management of risk and resources.

Comment: *

Name: *

Email: *

Verification: *

What problem are you most likely to encounter when computer telephony integration is integrated with an incident management system?
(Choose 1)

• A.The call handling process may become slower..
• B.The customer may become confused by the number of options offered.
• C.The Service Desk may not be able to take calls from certain customers.
• D.The screen layouts may be unpopular with support staff.

Comment: *

Name: *

Email: *

Verification: *

What is a typical operational metric that is an output of Configuration Management?
(Choose 1)

• A.The cost of CIs arranged by department.
• B.How many CIs identified that are not authorised.
• C.How many CIs relate to each IT system.
• D.How many CIs each department has.

Comment: *

Name: *

Email: *

Verification: *

Which metric best reflects the knowledge level of the Service Desks staff?
(Choose 1)

• A.Customer satisfaction.
• B.Average speed to Answer.
• C.Cost per incident.
• D.First contact resolution.

Comment: *

Name: *

Email: *

Verification: *

What is a key component of an internal SWOT analysis?
(Choose 1)

• A.Reporting performance weaknesses immediately to the board.
• B.Focusing more on performance weaknesses identified.
• C.Holding meetings with customers.
• D.Holding meetings with competitors.

Comment: *

Name: *

Email: *

Verification: *