In order to measure its efficiency, a Service Desk routinely measures First Contact Resolution performance; what else might this data be used for?

A. To measure the effectiveness of the escalation procedure

B. To indicate levels of customer satisfaction

C. To measure how long users wait to speak to an SDA

D. To evaluate and adjust staffing levels

Which these options would NOT be a responsibility of the Service Desk?

A. Representing the ITorganisation

B. Delivering first time fixes

C. Operating as a communications channel

D. Providing a reliable IT infrastructure

A new trainee is being inducted into the Service Desk and s/he questions why there are procedures and the need for documentation. What should you tell him/her to justify the need for consistent procedures and processes?

A. Clear procedures mean that everything is done uniformly to eliminate errors

B. Clear procedures mean that customers receive consistent service

C. SLAs and procedures ensure that staff will not becriticised if targets are not met

D. Consistent procedures mean that SLAs and OLAs will always be met

You receive a call from an important user whose language is very difficult to understand and the situation is becoming frustrating and awkward. What do you do?

A. Keep trying to work with them to understand their issue

B. Try and use some simplehumour to lighten the situation and build rapport

C. Drop the call and ask a manager to call back

D. Keep the user on the line and escalate the call

Which option best describes the benefits of professionally managing a call?

A. Itoptimises talk time and reduces the volume of calls handled

B. It increases the problem resolution rate and the level of customer satisfaction

C. It increases the average call duration and establishes credibility for the Service Desk

D. It increases the confidence of the SDA and the level of customer satisfaction

You have an irate user on the phone who wishes to escalate his/her Incident to your Manager but s/he is currently unavailable; which of these techniques would help resolve thesituation?

A. Generally using an informal approach

B. Maintaining a consistent and professional approach

C. Suggesting that they call back when your manager is available

D. Using language that matches their emotions

You have been on a call with a user for five minutes and you sense they are getting frustrated; what is the most likely reason for this?

A. You are attempting to resolve their issue using remote support

B. You are interrogating the Service Knowledge Management System for a known solution

C. The Incident was originally logged by a colleague and you are following the call script to ensure no information had been missed

D. You have put them on hold briefly whilst you consult a colleague

Which of these statements is correct?

A. Assertiveness demonstrates knowledge of your rights and the rights of others

B. Assertiveness demonstrates only respect for others rights

C. Assertiveness demonstrates a disregard of your rights and the rights of others

D. Passiveness is the recommended form ofbehaviour in a support environment

Which activity is part of Change Management?

A. Trend Analysis

B. Approval and scheduling

C. User acceptance testing

D. Business analysis

Which would be a common use of self-healing technology?

A. Automated dial-up

B. Anti-virus software

C. Password locking

D. Autonomous agent