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Guide for SDI Service Desk Manager Qualification

Quiz SDI Service Desk Manager Qualification

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/ 10

Quiz

1/10
.
What is the key outcome of keeping commitments to users, team members and organizations?
Select the answer
1 correct answer
A.
It boosts credibility, trust and customer satisfaction
B.
It boosts the teams importance and status
C.
It enhances the problem-solving capability of the team
D.
It demonstrates dedication to continued service improvement

Quiz

2/10
.
Which of these options isT an element of successful project management?
Select the answer
1 correct answer
A.
Managing costs
B.
Ensuring a continual improvement focus
C.
Developing technical solutions
D.
Defining project objectives

Quiz

3/10
.
Which of these options is the best way in which you can use formal or informal networks to help
develop your ideas?
Select the answer
1 correct answer
A.
Recommend holding off-site meetings in a local pub
B.
Develop scenarios that will demonstrate how your suggestions and plans will raise every ones profiles
C.
Hold meetings with stakeholders to obtain their support for your proposals
D.
Hold meetings with your team to discuss aspects of your proposals

Quiz

4/10
.
You are trying to promote the Service Desk through a variety of recognised and effective channels.
Which of these statements best describes a channel to use?
Select the answer
1 correct answer
A.
Articles in the local newspaper and Have a Go days
B.
Open house days and distributing Service Desk fliers
C.
Distributing free pens and Service Desk induction training Questions & Answers PDF P-3
D.
Induction training and team-building away days

Quiz

5/10
.
Which of the following statements about Problem Management is correct?
Select the answer
1 correct answer
A.
The Service Desk ist responsible for Problem Management but contributes by identifying recurring Incidents
B.
The Service Desk ist responsible for Problem Management but manages Major Incident reviews
C.
The Service Desk is responsible for Problem Management and may be required to work with technical teams to diagnose Problems
D.
The Service Desk is responsible for Problem Management and uses known errors to aid fast resolution

Quiz

6/10
.
Which of these options is a primary objective of the Service Asset and Configuration Management
process?
Select the answer
1 correct answer
A.
To record the ownership of every item of hardware and software in the asset base
B.
To ensure that IT services, assets, resources and processes are properly managed and maintained
C.
To clearly identify the business dependencies of each inventory item
D.
To map assets into a clear network infrastructure diagram

Quiz

7/10
.
Which of the following is a key objective of the IT Service Continuity Management (ITSCM) process?
Select the answer
1 correct answer
A.
To eliminate single points of contact for services
B.
To eliminate single points of failure for services
C.
To remove critical resources for services
D.
To remove long term workarounds for services

Quiz

8/10
.
Which of these options would be a typical feature of an On-going survey?
Questions & Answers PDF P-4
Select the answer
1 correct answer
A.
It is carried out on a six monthly cycle
B.
It is executed as soon as possible after a call is closed
C.
It is conducted with a minimum of 10 questions to be comprehensive
D.
It is designed to show longer term trends in customer satisfaction

Quiz

9/10
.
Which of these options best describes the value of adopting a resource-planning model?
Select the answer
1 correct answer
A.
It helps even out the handling of calls across the day or shift
B.
It quantifies the staffing required to meet SLA and business needs
C.
It provides a sound recruitment base for consistent staffing
D.
It boosts staff retention

Quiz

10/10
.
What is the value of telephone support in a Service Desk?
Select the answer
1 correct answer
A.
First contact resolution
B.
Increased turnaround times
C.
Reduced abandon rate
D.
Skills-based routing
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  • Quiz name:SDI Service Desk Manager Qualification
  • Total number of questions:232
  • Number of questions for the test:50
  • Pass score:80%

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