Which two business needs must be considered when allocating priorities? (Choose two)
A. The impact on the business.
B. The customers location.
C. Service level agreement commitments.
D. The customers status.
Which are two characteristics of active listeners? (Choose two)
A. They restate/paraphrase to ensure understanding.
B. They know the process for escalating a problem.
C. They acknowledge the customer.
D. They understand that evidence and reasoning are critical.
What are the two most important requirements for ensuring successful change management? (Choose 2)
A. Change management authorisation and approval.
B. Meeting ISO9000 documentation standards
C. IT approved changes.
D. Administrative staff support.
E. Buy-in of affected stakeholders.
What is the key benefit of root cause analysis? (Choose 1)
A. Calls for specific types of problem can be reduced or eliminated.
B. Better knowledge management procedures.
C. Cost and expense can be justified.
D. The cost per problem is reduced.
What are two commonly used problem identification methods for extracting information from customers? (Choose 2)
A. Unstructured information gathering.
B. Structured information gathering.
C. Logical analysis.
D. Root cause discussions.
What is a common method used to analyse measurements? (Choose 1)
A. Root cause analysis.
B. Current state assessment.
C. Service level agreements.
D. Trend analysis.
What is unstructured information gathering? (Choose 1)
A. Not using acronyms and speaking at the customer's level.
B. Asking questions in a free-form manner.
C. Identifying what happened vs. what was expected.
D. Using open questions to get customers to talk.
What are the three most likely disadvantages of cross-functional teams? (Choose three)
A. They may pull staff away from their normal duties.
B. They may hinder interdepartmental rapport.
C. They may be time consuming.
D. Departmental managers may lose control.
Which is the responsibility of a system administrator in a large corporate environment? (Choose 1)
A. Application capacity planning
B. Database installation
C. Network capacity planning
D. Operating system upgrades
The question, "Has this ever worked before?" is an example of which step in the problem solving process? (Choose 1)
A. Identify possible causes of the problem.
B. Validate the problem statement.
C. Prioritise possible causes of the problem.
D. Identify customer assumptions.
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