What is the primary difference between incident management and problem management?
A. Problem management deals with conflicts within service level agreement; incident management is independent of the service level agreement.
B. Problem management finds and eliminates the underlying causes of incidents; incident management resolves incidents as quickly as possible.
C. Problem management is focused on helping customer; incident management is focused on processes and procedures.
D. Problem management prevents customers fromcalling ;incident management handles calls when customers do call
What system allows you to view Key Performance Indicators in real time?
A. PKI
B. Computer Telephony Integration (CTI)
C. CTE
D. SETI
What is a best practice for establishing effective relationships with other parts of the service organization?
A. Maximal personal benefits
B. Treat others as you would like to be treated.
C. There is no single best way
What best describes the role of the support center in the change management process?
A. the support archives change report for the knowledge base
B. The support center authorizes the change after assessing its impact.
C. The support center documents customer queries to change
D. The support center tracks theimpactthe change has on customers.
What is a best practice for building trusting relationships with other support groups?
A. Honor commitments you have made.
B. Implement service level reporting.
C. Market the support center's accomplishments.
D. Participate in quality assurance testing for new releases.
Which action is most likely to help you develop clear strategies to help you run your support center?
A. Attend executive seminars.
B. Deliver presentations to senior management.
C. Encourage your staff to participate in interdepartmental projects.
D. Network with people in other organizations.
How do you calculate ROI (Return On Investment)?
A. (Value - Cost) / Cost * 100
B. (Value + Cost) / Cost * 100
C. (Value * Cost) / Cost * 100
D. It is not possible to calculate.
What is the best description of a good leader?
A. A good leader demands performance from the team.
B. A good leader dictates to the team.
C. A good leader dominates the team.
D. A good leader inspires the team.
What is the primary difference between incident management and problem management?
A. Problem management deals with conflicts within a service levelagreement;incident managment is independent of the service level agreement level agreement.
B. Problem management finds and eliminates the underlying causes ofproblems;incident managment resolves incidents as quickly as possible as possible.
C. Problemmanagment is focused on helping customers;incident management is focused on processes and procedures.
D. problemmanagment prevents customers from calling;incident management handles calls when customers do call.
What is the best reason for having security policies in a support center?
A. Security policies are required by IT management.
B. Security policies ensure that security is everyone's concern.
C. Security policies protect the company and its customers from unauthorized access.
D. Security policies safeguard the support center's staff from liability.
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