Which statement best describes IT asset management?
(Choose 1)

• A.IT asset management controls the Service Desks hardware.
• B.IT asset management restricts the improper use of software.
• C.IT asset management is lifecycle management for IT equipment.
• D.IT asset management is a comprehensive IT library.

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How would you measure the success of Problem Management?
(Choose 2)

• A.A reduction in the time taken to resolve known errors.
• B.A reduced number of incidents at the Service Desk.
• C.A reduced number of changes.
• D.Reduced cost per call.

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Which are the two most appropriate situations for providing deskside support?
(Choose 2)

• A.Provide deskside support only if the SLA requires it.
• B.Provide deskside support if you need to calm the customer down.
• C.Provide deskside support if the Service Desk is not busy.
• D.Provide deskside support to address an urgent requirement.
• E.Provide deskside support if you must replace the customers hardware.

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What are two reasonable expectations of customers when contacting the Service Desk?
(Choose 2)

• A.Customers should expect service desk staff to be expert in all technology areas.
• B.Customers should expect all incidents to be fixed at first point of contact.
• C.Customers should expect a consistent response to their requirements.
• D.Customers should expect their status in the organisation to be recognized.
• E.Customers should expect the service desk to provide value for the money spent on it.

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What is an essential key performance indicator to ensure that IT Service Continuity Management is kept up to date?
(Choose 1)

• A.Backup logs of key business data files.
• B.Regular inspection of the third party contractor process.
• C.Regular IT service continuity testing.
• D.Clearly documented IT Service Continuity Management procedures.

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