What should be the focus for developing a Configuration Management process?
(Choose 1)

• A.Reducing incidents and problems.
• B.Improving risk analysis.
• C.Improving financial control of assets.
• D.Logging all assets as Configuration items.

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What delivery methods could you use to dynamically speed up first contact resolution and fix time?
(Choose 1)

• A.Remote support tools.
• B.Customer satisfaction surveys.
• C.IVR and CTI.
• D.SLA measurement tools.

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If you are looking to motivate your Service Desk staff, which of these statements most closely matches how you would want them to perceive you?
(Choose 1)

• A.As an exceptional, innovative and demanding leader.
• B.As an outstanding motivational speaker.
• C.As being excellent in inspiring people to achieve a new vision.
• D.As an approachable, nice and understanding person.

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What is the formula for calculating return on investment?
(Choose 1)

• A.Value / Cost *100
• B.((Value - Cost) / Cost) * 100
• C.(Cost - Value) / Value *100
• D.Cost / Value *100

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As a manager, how can you best adapt yourself to new and changing demands to maintain and enhance your personal development?
(Choose 1)

• A.Take on projects that are outside your comfort zone.
• B.Control your own working time and environment.
• C.Practice formal time management.
• D.Stick to your strengths and positive attributes.

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