Which process within the Service Desk focuses on capturing, structuring, and sharing information?
(Choose 1)

• A.Incident management.
• B.Knowledge management.
• C.Problem management.
• D.Change management.

Comment: *

Name: *

Email: *

Verification: *

What is a typical feature of an IT Service Management system or tool?
(Choose 1)

• A.Is able to analyse and smooth resource peaks and troughs.
• B.Ability to record, track and manage incidents, problems and changes.
• C.Helps customers fix problems more quickly.
• D.Forms the core process element for incident management.

Comment: *

Name: *

Email: *

Verification: *

What two steps should we take to manage the service expectations of stakeholders?
(Choose 2)

• A.Build SLAs based on IT measures.
• B.Use KPIs to calculate service ROI.
• C.Use customer surveys to identify business needs.
• D.Build a catalogue of systems for all customers.
• E.Provide several channels that provide information about the Service Desk.

Comment: *

Name: *

Email: *

Verification: *

What is the best description of the role of computer telephony integration?
(Choose 1)

• A.Computer telephony integration facilitates the efficient processing of customer contacts.
• B.Computer telephony integration enables universal call routing of multiple contact methods.
• C.Computer telephony integration combines e-mail and voice mail into a common inbox.
• D.Computer telephony integration provides instant online access to voice and data systems.

Comment: *

Name: *

Email: *

Verification: *

Which tool allows the Service Desk to view key performance indicators in real time?
(Choose 1)

• A.Call management software.
• B.E-mail routing servers.
• C.Incident management systems.
• D.Computer telephony integration.

Comment: *

Name: *

Email: *

Verification: *