Which is the best example of one-way information gathering?
(Choose 1)

• A.Conducting a face-to face interview with the customer.
• B.Asking the customer questions on the phone.
• C.Receiving an e-mail from the customer.
• D.Requesting that the customer fill out a questionnaire.

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

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

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Which three are required activities for a service desk manager when undertaking the financial management of the Service Desk?
(Choose 3)

• A.Unit costs calculations and analysis.
• B.Staffing policies and procedures.
• C.Stocks and Bonds calculations.
• D.Budgeting calculations.
• E.Return on investment calculations.

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What is one increasingly common Service Desk technology?
(Choose 1)

• A.Electronic paging boards.
• B.Knowledge management systems.
• C.Desktop system failure software.
• D.Network monitoring software.

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Which would be a characteristic of an effective mentor?
(Choose 1)

• A.A good mentor is able to listen and keep quiet for long periods.
• B.A good mentor is able to get into an individuals psyche.
• C.A good mentor takes time to understand the individuals life goals.
• D.A good mentor able to inspire the individual.

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