Question 1

Which activity is part of Change Management?

Options :

A : Trend Analysis

B : Approval and scheduling

C : User acceptance testing

D : Business analysis

Answer: B

Question 2

You are speaking on the phone to a user who is clearly angry. What is the best technique

you should use in this situation?

Options :

A : Offer assistance and prevent them from venting

B : Be respectful and allow them to vent

C : Display empathy and assure them that it was not your fault

D : Use his/her name and agree with everything they say

Answer: B

Question 3

Which option is a benefit of using self-help?

Options :

A : It allows users to resolve some incidents at any time

B : It gives users the opportunity to become technical experts

C : It avoids the inconvenience of telephone handling

D : It give users the ability to self-diagnose their incidents in future

Answer: A

Question 4

Which of these options is NOT a common technology used by the Service Desk?

Options :

A : Automated Call Distribution (ACD)

B : Instant Messaging (IM)

C : Application sizing software

D : Self-help systems

Answer: C

Question 5

One of your colleagues has recently become unable to focus on any issue for more than a few

moments. What is this often an indicator of?

Options :

A : Positive stress

B : That s/he is going for a promotion

C : Influence stress

D : Negative stress

Answer: D

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