What is the best description of a briefing?
A. A briefing is a one-on-one meeting with an employee.
B. A briefing is a short meeting used to communicate status updates.
C. A briefing is a team meeting that is held regularly.
D. A briefing is a written update to senior management.
What statement best describes leadership in a support center?
A. A support center leader decides what needs to be accomplished.
B. A support center leader focuses on process rather than efficiency.
C. A support center leader is an ongoing champion of service excellence.
D. A support center leader sides with staff against customers.
What is a best practice for managing risks and uncertainties?
A. Make decisions based upon intuition.
B. Manage strengths, weaknesses, opportunities, and threats.
C. Refer to published service level agreements.
D. Seek advice from your coworkers.
What must be included in an IT change management process?
A. Any cross-cultural communication issues must be addressed.
B. The possible risks of the proposed change must be assessed.
C. The service level agreement must be modified to include the change.
D. The support center must commit to the change even if it fails.
What is a best practice for ensuring that performance improves over time?
A. Avoid setting goals that will create stress for your team.
B. Develop programs that award initiative and hard work.
C. Install customer self-service packages.
D. Set easily attainable goals to reassure your team.
What is the primary benefit of having security policies in a support center?
A. Security policies allow the support center to stay open later.
B. Security policies ensure that customers cannot carry out illegal transactions.
C. Security policies limit Internet access for all of the company's employees.
D. Security policies protect the company in the event of data loss.
What is the most likely benefit of implementing an organizational change management process?
A. A change management process eliminates the damage created by unnecessary changes.
B. A change management process ensures that all changes will be successful.
C. A change management process improves the productivity of customers.
D. A change management process prevents unpopular changes from being made.
What is the most commonly used technology in the support center?
A. E-mail
B. Remote control
C. Self-help
D. Telephony
What is the best description of organizational change management?
A. Organizational change management is a process designed to influence variables associated with change to achieve desired results.
B. Organizational change management is a standard that guides development activities.
C. Organizational change management is a strategic, integrated management system for achieving customer satisfaction.
D. Organizational change management is the analysis of activities to reduce or eliminate certain activities or costs.
What is the best reason for taking risks to find a solution to a customer's problem?
A. Taking risks is appropriate if the customer is aware that there is an element of risk in what you are suggesting.
B. Taking risks is appropriate if the customer is threatening to take the issue higher.
C. Taking risks is appropriate if the risk is directly connected to service delivery.
D. Taking risks is appropriate if the risk will not adversely affect the technical infrastructure.
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