You are arranging a strategy planning meeting with representatives from IT and other areas within the organisation. What two actions must you take to ensure a successful meeting?
(Choose 2)

• A.Work to flexible timings according to individual preferences.
• B.Practice effective time management.
• C.Produce a list of possible participants.
• D.Provide adequate notice of the meeting to participants.
• E.Provide an adequate room with plenty of refreshments.

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Which metric best reflects the knowledge level of the Service Desks staff?
(Choose 1)

• A.Cost per incident.
• B.Customer satisfaction.
• C.Average speed to Answer.
• D.First contact resolution.

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What is the primary benefit of implementing a release management process?
(Choose 1)

• A.A release management process ensures that the products will be well received by everyone.
• B.A release management process eradicates single points of failure.
• C.A release management process allows managers to maintain control over products.
• D.A release management process enables resources to be utilised more effectively.

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What is a common type of customer satisfaction survey used by the Service Desk?
(Choose 1)

• A.A selective survey.
• B.An annual or periodic survey.
• C.An email survey scheduled for every Tuesday.
• D.A telephone survey to 25 customers a day.

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What is the primary benefit of monitoring incidents in the Service Desk?
(Choose 1)

• A.Monitoring incidents keeps problems to a minimum.
• B.Monitoring incidents allows you to react quickly to unforeseen situations.
• C.Monitoring incidents allows you to address situations proactively.
• D.Monitoring incidents keeps track of important customers.

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