Question 1

Which statement best describes the difference between Reactive Problem Management and

Proactive Problem Management?

Options :

A :

Reactive Problem Management is concerned with solving problems in response to Known Errors;

Proactive Problem Management is concerned with identifying quick fixes

B :

Reactive Problem Management is concerned with solving problems in response to one or more

Incidents; Proactive Problem Management is concerned with identifying underlying Problems

C :

Reactive Problem Management is concerned with analysing and trending Incident records; Proactive

Problem Management is concerned with solving problems in response to one or more Incidents

D :

Reactive Problem Management is concerned with eliminating root causes; Proactive Problem

Management is concerned with identifying future business needs

Answer: B

Question 2

Which of these options best describes common technologies used by the Service Desk?

Options :

A : PBX, ITIL and IVR

B : AVR, E-talk and Wikis

C : E-Mail, Blogs, SLAs

D : IM, KPIs and AVR

Answer: B

Question 3

As a Service Desk manager, which of these options would you suggest is a way for you to contribute

to IT and business objectives?

Options :

A : Tell management about every Incident that occurs

B : Provide suggestions on how to improve IT services

C : Identify new business opportunities

D : Market the successes of the IT organisation

Answer: B

Question 4

Which of the following is a Problem Management activity?

Options :

A : Reactive support

B : Error Control

C : SLA analysis

D : First contact resolution

Answer: B

Question 5

Which of these options would be a typical feature of an On-going survey?

Options :

A : It is carried out on a six monthly cycle

B : It is executed as soon as possible after a call is closed

C : It is conducted with a minimum of 10 questions to be comprehensive

D : It is designed to show longer term trends in customer satisfaction

Answer: B

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