What is the primary purpose of problem management?
A. The primary purpose of problem management is to eliminate the cause of incidents.
B. The primary purpose of problem management is to reduce the number of incidents.
C. The primary purpose of problem management is to resolve incidents quickly.
D. The primary purpose of problem management is to restore normal service.
What is a best practice when taking action that will affect other departments or teams?
A. Give serious consideration to what people will think of you if your ideas do not work.
B. Hold discussions with other managers to identify the possible effects of your actions.
C. Implement your ideas as soon as you have decided on the best course of action.
D. Make a presentation to other teams letting them know what you have done.
What is the primary role of the support center in most organizations?
A. The primary role of the support center is to be a strategic asset to the organization it serves.
B. The primary role of the support center is to ensure that metrics are maintained and distributed.
C. The primary role of the support center is to make sure that all service levels are met.
D. The primary role of the support center is to provide technical support services to executives.
Which factor has the greatest effect on business continuity planning?
A. The cost of downtime to the business
B. The location of the support center
C. The price of implementing the plan
D. The return on investment (ROI)
What is the first step to take when calculating return on investment (ROI)?
A. Collect data.
B. Determine costs.
C. Identify intangible benefits.
D. Report results.
What is the best way to prepare your support center to take international calls?
A. Ask management for budget money to train all of your analysts in the languages that will be required by the project.
B. Find ways to hire analysts that speak all of the languages that will require support services.
C. Interview each analyst to determine whether your analysts want to take international calls.
D. Use industry best practices as a benchmark and study other groups that provide similar support services.
What is a best practice for managing the bottom line performance of the support center?
A. Consider the impact to your team before making decisions.
B. Ensure that expectations for deliverables are clearly understood.
C. Focus on the technological aspects of the support center.
D. Make progress reports optional for your staff.
What is a best practice for staying current on trends and technologies in the support industry?
A. Find articles that describe the support industry.
B. Schedule a meeting with your chief information officer to ask
C. Seek the advice of people who are knowledgeable about the industry.
D. Subscribe to leading support industry publications.
What is the most likely disadvantage of insourcing?
A. Insourcing causes tension among team members who are working on different projects.
B. Insourcing creates problems when customers have to wait in a queue too long.
C. Insourcing increases the support center's workload without increasing staffing levels.
D. Insourcing renders the support center's knowledge base obsolete.
What is the most important part of creating and delivering presentations?
A. Direct the presentation to the most important attendees.
B. Focus on the content and the message of the presentation.
C. Include microscopic details in your presentation materials.
D. Use cutting edge and visually impressive presentation media.
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