What is a primary benefit of having security policies in a Service Desk?
(Choose 1)

• A.Security policies allow the Service Desk to stay open later.
• B.Security policies limit Internet access for all of the companys employees.
• C.Security levels are agreed, measured and monitored.
• D.Security policies ensure that customers cannot carry out illegal transactions.

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Which statement best describes a service level agreement?
(Choose 1)

• A.The SLA is a document created by Service Desk management.
• B.The SLA is a document that sets expectations for customers and the Service Desk.
• C.The SLA is an agreement to manage changes to services that may be required.
• D.The SLA is an agreement with other internal support groups.

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What are three key indicators that show that one of your team might be undergoing stress in their life?
(Choose 3)

• A.They have a lot of folders open on their desk and always appear to have too much work to do.
• B.They seem to get into a lot of arguments and are always very cynical.
• C.They are often late for work and get irritable when it is mentioned.
• D.They are supporting a new application that they dont like and are reluctant to talk to the development team about it.

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What are two of the best descriptions of alignment with the business?
(Choose 2)

• A.Using ITSM practices to underline the necessity of IT to the business it supports.
• B.Knowing what the business is trying to achieve.
• C.Understanding how business and IT can work together.
• D.All services and products are designed with profitability to the business as the key requirement.
• E.IT services and products are purchased or designed only if they meet critical business requirements.

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What is the best description of scheduling?
(Choose 1)

• A.Determining shift preferences of your staff.
• B.Determining the most effective assignment of staff to meet SLA requirements.
• C.Determining the number of staff.
• D.Determining the tasks undertaken by your staff.

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