Which actions are most likely to help you develop clear strategies to run your Service Desk effectively?
(Choose 2)

• A.Attending an executive seminar.
• B.Delivering a presentation to your senior management.
• C.Acquiring understanding of key business issues for your organization.
• D.Networking with people in other organisations.
• E.Encouraging your staff to participate in intra-departmental projects.

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Which statement most accurately describes what must be included in an IT change management process?
(Choose 1)

• A.Any cross-cultural communication issues must be rectified.
• B.The possible risks of the proposed change must be assessed.
• C.The Service Desk must commit to the change even if it fails.
• D.The service level agreement must be modified to include the change.

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What is considered a best practice for providing direction and focus under chaotic circumstances?
(Choose 1)

• A.Advise staff that big changes are imminent.
• B.Tell staff absolutely everything you know about the situation.
• C.Empathise with your team members.
• D.Assure staff that they will be alright.

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What is considered to be a type of one-way information gathering?
(Choose 1)

• A.Chat room.
• B.Telephone conversation.
• C.Voice mail.
• D.Using open questions.

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What is the best description of off-site outsourcing?
(Choose 1)

• A.Off-site outsourcing is a poor substitute for loyal employees.
• B.Off-site outsourcing is the use of a 3rd party to complement the services your team provide.
• C.Off-site outsourcing is the structured downsizing of a Service Desk.
• D.Off-site outsourcing is the use of an external supplier to provide required services for your organisation, using their own facilities.

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