Question 1

A service provider is implementing a new powerful survey management system. How can service desk practice benefit from it?

Options :

A : The system will help to collect user feedback

B : The system will help to integrate service desk into value streams

C : The system will help to manage user query records

D : The system will help to report the practice performance

Answer: A

Question 2

How can a service desk agent recognize and understand the experience of a user?

Options :

A : Utilize omnichannel communication

B : Effectively and efficiently triage the user query

C : Create a moment of truth

D : Apply service empathy

Answer: D

Question 3

Which activity of the ‘service desk optimization’ process considers information about major incidents and disasters?

Options :

A : Service desk improvement initiation

B : Service desk improvement communication

C : Triage the user query and initiate the appropriate activities

D : Service desk review

Answer: D

Question 4

A service provider supports an international customer organization with users in many countries. The service provider aims to ensure high and consistent quality of request fulfilment for all users at all locations. How should the service provider use the workflow and collaboration system to support this objective?

Options :

A : It should support creation and use of service request models

B : It should allow for a flexible and affordable super-user role

C : It should offer convenient self-help capabilities

D : It should offer a flexible measurement and reporting capability

Answer: A

Question 5

An organization is in the process of improving its incident management practices. It wants to make sure it does not overcomplicate the practices. Which of the following suggestions is the BEST for the organization to achieve that objective?

Options :

A : Start with the least critical services and implement a detailed incident workflow

B : Start with the most critical services and implement a detailed incident workflow

C : Start with the least critical services and implement a basic incident workflow

D : Start with the most critical services and implement a basic incident workflow

Answer: D

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