Which of these is important for controlling and co-ordinating activities?
(Choose 1)

• A.Oversee all day-to-day tasks.
• B.Delegate and empower where appropriate.
• C.Set task priorities to meet senior management directives.
• D.Set rigid target deadlines for each tasks activities.

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What is the best description of benchmarking in a Service Desk?
(Choose 1)

• A.Benchmarking is a marketing tool that increases the Service Desks visibility to its customers.
• B.Benchmarking is determining whether the knowledge base is complete and filling in any gaps.
• C.Benchmarking is a comparative study of the Service Desks performance against comparable organisations.
• D.Benchmarking is allowing your support staff to determine the method it will use to provide service.

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Why is a code of conduct important in a successful support environment?
(Choose 1)

• A.A code of conduct ensures compliance from all employees.
• B.A code of conduct provides clarity of penalties for all complaints.
• C.A code of conduct ensures the expected behaviour of other staff towards Service Desk personnel.
• D.A code of conduct documents exceptions to the rules.
• E.A code of conduct describes what behaviour is deemed to be ethical.

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Which is a principal activity within security management?
(Choose 1)

• A.Re-setting passwords.
• B.Development of plans for secure access to configuration items.
• C.Development of skills to control system access.
• D.Development of security plans to meet SLAs.

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Which of the following best demonstrates the success of Service Level Management?
(Choose 1)

• A.Management buy-in is obtained.
• B.Incident management is in place.
• C.Internal charging is introduced.
• D.Detailed OLAs are agreed and in place.

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