Other Examinable Practices Flashcards
Which statement about service desks is CORRECT?
A. The service desk should work in close collaboration with support and development teams
B. The service desk should rely on self-service portals instead of escalation to support teams
C. The service desk should remain isolated from technical support teams
D. The service desk should escalate all technical issues to support and development teams
A. The service desk should work in close collaboration with support and development teams
Needs to collaborate with technical teams.
Which statement about the steps to fulfil a service request is CORRECT?
A. They should be complex and detailed
B. They should be well-known and proven
C. They should include incident handling
D. They should be brief and simple
B. They should be well-known and proven
Steps should be clear and repeatable.
Which is a key requirement for a successful service level agreement?
A. It should be written in legal language
B. It should be simply written and easy to understand
C. It should be based on the service provider’s view of the service
D. It should relate to simple operational metrics
B. It should be simply written and easy to understand
Must be simple and reflect user needs.
When should the effectiveness of a problem workaround be assessed?
A. Whenever the workaround is used
B. Whenever the problem is resolved
C. Whenever the workaround becomes a known error
D. Whenever the problem is prioritized
A. Whenever the workaround is used
Assessed each time it is applied.
When planning ‘continual improvement’, which approach for assessing the current state of a service is CORRECT?
A. An organization should always use a single technique to ensure metrics are consistent
B. An organization should always use a strength, weakness, opportunity and threat (SWOT) analysis
C. An organization should always develop competencies in methodologies and techniques that will meet their needs
D. An organization should always use an approach that combines Lean, Agile and DevOps methodologies
B. An organization should always use a strength, weakness, opportunity and threat (SWOT) analysis
Flexible approach using different techniques.
Which service level metrics are BEST for measuring user experience?
A. Single system-based metrics
B. Metrics for the percentage of uptime of a service
C. Operational metrics
D. Metrics linked to defined outcomes
C. Operational metrics
Best measured by outcomes, not system metrics.
What helps diagnose and resolve a simple incident?
A. Rapid escalation
B. Formation of a temporary team
C. The use of scripts
D. Problem prioritization
C. The use of scripts
Scripts help quickly resolve common incidents.
What are the MOST important skills required by service desk staff?
A. Incident analysis skills
B. Technical skills
C. Problem resolution skills
D. Supplier management skills
A. Incident analysis skills
Problem-solving and communication are key.
