Which of these options would be one of the three major activities of a Service Desk manager?
A. To organise regular staff meetings
B. To organise the right technology platform to support processes
C. To organise resources
D. To organise regular staff appraisal sessions
In relation to Human Resource and Team Development, which option best describes the types of planning you should consider?
A. Strategic, Tactical, Service Level and Contingency
B. Strategic, Tactical, Operational and Contingency
C. Strategic, Tactical, Operational and Business Critical
D. Strategic, Tactical, Service Level and Business Critical
Which one of these options would be a feature of effective management?
A. Delivery of work as required
B. High levels of personal care
C. Strict adherence to processes
D. Focus on tactical goals
You believe that a happy workforce is productive, and that if people are happy they will be less likely to look for other employment. Which of these options is a method you can use for understanding the levels of satisfaction in your team?
A. Provide a counselling service at the workplace and monitor how many of your team use it
B. Have an office that is away from your team's area so that they won't feel you are spying on them
C. Organise regular one-to-ones with your manager to let him/her know how everyone is doing D. Observe how your team is performing on a day-to-day, week-by-week basis
Which of the options best describes how to constructively address individual performance issues?
A. Discuss the solution to the problem before the causes and handle issues in a timely manner
B. Communicate the desired outcome of the change in behaviour and be general in your discussions
C. Handle issues in a timely manner and focus on changing the behaviour rather than the person
D. Be general in your discussions and discuss the solution of the problem before the causes
Which of these would NOT be a good way to recognise and reward staff?
A. Highlighting individual and team contributions individually and publicly
B. Having consistent, fair and equitable recognition and reward programmes
C. Reinforcing and recognising desired behaviours in a timely manner
D. Working towards achieving the highest performance rating in the organisation every year
Which of these options would be most desirable in achieving long-term working relationships with members of your staff?
A. Reviewing the social activities of the team to allow for greater team bonding
B. Reviewing team structure for ways to make best use of the skills of team members
C. Being consistent with rates of pay regardless of performance
D. Being supportive when team members require additional time away from work
Which of these options would create a positive working environment?
A. Pay some of your team at very high salary levels
B. Ensure that staff are always given positive messages
C. Offering varying KPIs and standards to staff
D. Create a sense of belonging in the team
A skills matrix in place for all staff and a training budget with a set allocation of training days for staff are features of which of these options?
A. A formal appraisal process
B. A formal employee satisfaction process
C. A structured approach to recruitment
D. A structured approach to training
You are meeting with your manager to request a proper budget for your Service Desk training plan.
You have worked hard to structure it effectively and efficiently but now you have to sell it to your manager. You know that you have to convince her of the benefits of a structured approach to training; which of these options best describes one of the benefits?
A. There will be a noticeable improvement in the consistency and productivity of the team
B. You can re-use an existing training manual to save time and effort
C. Your training plan ensures that the analysts will be highly employable
D. The training you want to provide will cost more but the outcomes will be worth it
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