Which of the following can be used to access service desks?

• A.Email
• B.Text and social media messaging
• C.All of the above
• D.Phone calls

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What is defined as any financially valuable component that can contribute to the delivery of a service?

• A.IT asset
• B.Event
• C.Product
• D.Configuration item

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Why should a service level manager carry out regular service reviews?

• A.To capture information about service issues and performance against agreed goals
• B.To ensure that agreements are written simply and are easy to understand
• C.To collect information about service consumer goals and objectives
• D.To ensure continual improvement of services, so that they meet the evolving needs of service consumers

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What are the MOST important skills required by service desk staff?

• A.Technical skills
• B.Incident analysis skills
• C.Problem resolution skills
• D.Supplier management skills

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What can a change schedule be used for?

• A.Speeding up the planning and authorization of emergency changes
• B.Providing information about deployed changes to help manage incidents and problems.
• C.Tracking and managing improvement ideas from identification through to final action
• D.Providing a way to initiate normal changes

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