What problem are you most likely to encounter when computer telephony integration is integrated with an incident management system?
(Choose 1)

• A.The screen layouts may be unpopular with support staff.
• B.The Service Desk may not be able to take calls from certain customers.
• C.The call handling process may become slower..
• D.The customer may become confused by the number of options offered.

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What is the best description of self-healing tools?
(Choose 1)

• A.Self-healing tools allow an analyst to control a customer desktop remotely.
• B.Self-healing tools remove the emotion from a support request.
• C.Self-healing tools identify when a problem has occurred and automatically corrects it.
• D.Self-healing tools immediately dispatch an engineer when a customer makes a request.

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What is one of the main benefits of implementing a problem management process?
(Choose 1)

• A.A problem management process minimises the impact of changes.
• B.A problem management process clarifies the required technical expertise for problem elimination.
• C.A problem management process eliminates the need for a knowledgebase.
• D.A problem management process increases first contact resolutions.

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What is a key benefit of self-healing tools?
(Choose 1)

• A.They support a greater number of staff at first level.
• B.They facilitate reduction in the cost of technology.
• C.They allow for better use of IT personnel.
• D.They provide the basis for self-service requirements.

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Which best describes the order for developing the Service Level Management process?
(Choose 1)

• A.Plan, negotiate, implement, deliver.
• B.Develop KPIs, then OLAs, then related SLAs within line contracts.
• C.Agree and sign off SLAs and OLAs, then build a service catalogue.
• D.Set up SLA reporting, then get customers and IT signed off.

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