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

• A.Problem management finds and eliminates the underlying causes of incidents; incident management resolves incidents as quickly as possible.
• 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 prevents customers from calling; incident management handles calls when customers do call.

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Which two activities are part of the release management process?
(Choose 2)

• A.Designing and coding software.
• B.Training and communication.
• C.Building the Configuration Management Database.
• D.Tracking Requests for Change.
• E.Managing the Definitive Software Library.

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You are the Service Desks manager and you have been tasked to develop an operational level agreement. With which group are you most likely to be negotiating this agreement?
(Choose 1)

• A.Another internal support team.
• B.A customer focus group.
• C.A first level support team.
• D.Senior management.

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One of the weaker members of your team has displayed a small but sustained improvement in performance. What would be the best way to encourage their continued improvement?
(Choose 1)

• A.Recognise and reward their improvement promptly.
• B.Compliment their improvement during their annual appraisal.
• C.Reward them when they have displayed ongoing improvement for at least three months.
• D.Ask your team leader to monitor their performance closely.

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What are two of the key roles of the Service Desk in most organisations?
(Choose 2)

• A.The key role of the Service Desk is responsibility for the management of incidents.
• B.The key role of the Service Desk is to ensure that all metrics are maintained and distributed.
• C.The key role of the Service Desk is to enforce service level agreements.
• D.The key role of the Service Desk is to provide technical support services to the executives in a timely manner.
• E.The key role of the Service Desk is to demonstrate its value to the organisation it serves.

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