What can you do to build rapport and match a users communication approach?
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Correct Answer:
C
Q: 2
Which of these options is an advantage of remote support?
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Correct Answer:
B
Q: 3
You are re-branding your Help Desk into a Service Desk. How do you convince an old hand in
the team to change their approach and start using a standard greeting? Explain to them that:
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Correct Answer:
D
Q: 4
Which of the options best describes the importance of security policies?
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Correct Answer:
B
Q: 5
Which of these statements about Problem Management is INCORRECT?
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Correct Answer:
B
Q: 6
What is the main reason for having an Incident Management process?
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Correct Answer:
C
Q: 7
Which of these options would typically be included in a Security policy?
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Correct Answer:
A
Q: 8
The main purposes of PBX and ACD systems are to
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Correct Answer:
C
Q: 9
What are the SDAs responsibilities in the Incident Management process?
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Correct Answer:
A
Q: 10
You are aware of a breach of the IT security policy by a colleague; which of these options is the
most important reason for reporting this to the organisation?
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Correct Answer:
A
Q: 11
Legal compliance has been stressed by your security manager as a requirement for the entire
organisation. Which of these options is the best example of how legal compliance assists an
organization to work securely?
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Correct Answer:
B
Q: 12
Which of the options best describes why confidentiality is important?
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Correct Answer:
C
Q: 13
A call comes into the Service Desk and it is not for an IT issue. What should you do?
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Correct Answer:
A
Q: 14
Which option best describes an appropriate action for Incident closure?
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Correct Answer:
C
Q: 15
What is a key advantage for both you and a user when you resolve his/her Incident using remote
support?
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Correct Answer:
D
Q: 16
Which is NOT a standard method of support from a Service Desk?
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Correct Answer:
D
Q: 17
Which option is the most common issue when integrating CTI with Incident Management?
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Correct Answer:
D
Q: 18
Which option is a key responsibility of the Service Desk as part of the Change Management
Process?
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Correct Answer:
D
Q: 19
Which of these options is a benefit of self-service technology?
