Which type of survey would you use to evaluate the success of your recent implementation of selflogging for users?
A. A one-off survey
B. A periodic survey
C. A performance survey
D. An event survey
What is a primary purpose of a customer satisfaction survey?
A. To identify what service providers can provide
B. To identify new trends in survey techniques
C. To identify what IT feels is important
D. To identify what users feel is important
Which of these options is an appropriate type of Service Desk Survey?
A. Focus groups
B. Service Level reporting
C. Market research
D. Statistical analysis
Which of these options best describes periodic surveys?
A. They are based on user perception of the Service Desk and IT organisation at the current point in time
B. They are used to evaluate overall satisfaction levels with the products and services provided by the Service Desk and the IT organisation
C. They identify changes to products, services, and processes that analysts feel would improve their relationship with the IT organisation and better meet user needs
D. They are regularly planned and scheduled on an Incident by Incident basis
Which of these options best describes key components of a Service Catalogue?
A. IT services, customer responsibilities and OLAs
B. Critical business periods, IT services and Incident data
C. Customer responsibilities, critical business periods and SLAs
D. SLAs, individual KPIs and charges where appropriate
Why do we need OLAs?
A. To provide business-level reporting
B. To demonstrate service quality
C. To ensure that IT teams meet SLAs D. To tie down all the IT parties to contracts
Which parties would generally be represented in an Underpinning Contract (UC)?
A. The Service Desk and external 3rd parties
B. The user and external 3rd parties
C. The Service Desk and 2nd level support
D. 2nd level support and the user
Where would you expect to find information regarding the appropriate procedure to deal with conflict between IT service providers and customers?
A. In Problem Management
B. In Change Agreements
C. In Operational Level Agreements
D. In Service Level Agreements
Which of these options is an appropriate SLM Metric?
A. Costs of delivering SLAs
B. Hierarchical escalations
C. Reason for failure reports
D. Incident Management reports
Which of these options best describes the purpose of an SLA?
A. To ensure that supplier service targets are documented and agreed
B. To ensure that user service targets are documented and agreed
C. To ensure that revolver groups service targets are documented and agreed
D. To ensure that Service Desk KPIs are documented and agreed
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