You are giving a presentation to other support teams that explains why your service desk is implementing a Customer Satisfaction Survey programme. What two techniques should you use to ensure that your audience is engaged with what you are telling them?
(Choose 2)

• A.Provide tea and biscuits for them.
• B.Describe a possible scenario for the situation three months after the survey.
• C.Tell them that they will not be involved - directly or indirectly.
• D.Ask them some open questions.

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You have been asked to create a knowledgebase by your IT service director. What three activities should you undertake to enable a satisfactory outcome to this task?
(Choose 3)

• A.Evaluate information to assure conformity with the required standards.
• B.Delegate the task to your team leaders as part of their development programme.
• C.Establish review procedures to test the structure of the knowledgebase.
• D.Request a part-time resource to assist you with the task.
• E.Review all solutions to verify their validity and content.

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What type of survey is the most appropriate to use in order to understand customer satisfaction levels after a software update?
(Choose 1)

• A.A one-off survey.
• B.A periodic survey.
• C.An e-mail survey.
• D.An ongoing survey.

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What is the best description of release management?
(Choose 1)

• A.Release management is the capture and reuse of business and technical information.
• B.Release management is concerned with tracking and resolving incidents related to new products or product upgrades.
• C.Release management is a process that tracks all of an organisations property and resources using change management.
• D.Release management is a subset of change management that relates to hardware and software updates, upgrades, or rollouts.

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What are three advantages of using self-service tools in a Service Desk?
(Choose 3)

• A.Self-service tools allow the Service Desk to be open for fewer hours.
• B.Self-service tools allow customers to access support at any time.
• C.Self-service tools allow customers greater independence.
• D.Self-service tools allow the Service Desk to reduce its headcount.
• E.Self-service tools allow for cost-effective service provision.

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