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Question 54/136

As a Service Desk manager you are expected to demonstrate certain behaviors that will help you to help your team meet the commitments you have made on their behalf. Which of these options best describes one of those behaviors?

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Question List (136q)
Question 1: Which of these options is a benefit of right-sourcing?...
Question 2: Which of these options best describes good resource manageme...
Question 3: Which of these definitions best describes the value of bench...
Question 4: If you are documenting new processes and procedures, which o...
Question 5: Your manager is concerned that the relationships between the...
Question 6: Which of these options best describes a common issue encount...
Question 7: To provide the most appropriate form of support for the user...
Question 8: You run a very busy, high-pressure Service Desk and are in t...
Question 9: Which of these wouldn't be a key objective of electronic sup...
Question 10: You are in the process of developing a program of activities...
Question 11: What can self-healing tools deliver?...
Question 12: You are about to make a presentation to the Board to agree t...
Question 13: You want to develop your career and position within the orga...
Question 14: Which of these options best describes one of the purposes of...
Question 15: Why is it important to integrate business and IT objectives?...
Question 16: Which of these options wouldn't be a typical characteristic ...
Question 17: If you had to select a benefit of an ACD from this list, whi...
Question 18: Which of these options is a variable used to determine which...
Question 19: Which of these options is a characteristic of a successful m...
Question 20: Which type of Telephony System will provide a consistent and...
Question 21: What steps should you take to manage the service expectation...
Question 22: Why is Incident monitoring a valuable Service Desk activity?...
Question 23: If you were establishing a Problem Management process in you...
Question 24: As a Service Desk Manager, which option best describes one o...
Question 25: Which of these options is a financial management activity?...
Question 26: You need to identify the best solution to resolve a number o...
Question 27: There are many support options available for Service Desks a...
Question 28: Your manager has asked you to undertake a PR exercise to pro...
Question 29: If you were seeking to monitor the quality of your Incident ...
Question 30: Which of these options would be a common issue to overcome w...
Question 31: Which of these options would you consider to be the most imp...
Question 32: If your Service Desk is using its IT Service Management syst...
Question 33: Which of these options is the best description of one of the...
Question 34: Which of the following is a Problem Management activity?...
Question 35: You need to make a presentation to your staff. What consider...
Question 36: Which of these options is an objective of an ACD system?...
Question 37: You have recently been promoted to Service Desk Manager and ...
Question 38: Which of these options is the most important reason for a Se...
Question 39: You are tasked with delivering a presentation to your senior...
Question 40: Which of these options best describes periodic surveys?...
Question 41: Which of the options best describes some primary benefits of...
Question 42: Which of these options is an objective of financial manageme...
Question 43: How could you demonstrate that you are maintaining a balance...
Question 44: Which of these options best describes a benefit of benchmark...
Question 45: Which of these options is a best practice to follow when you...
Question 46: You are inducting a new starter on the Service Desk they've ...
Question 47: If you were providing a list of key performance indicators f...
Question 48: You've been asked to look at out-sourcing and off-shoring th...
Question 49: Enabling users to log and track the status of their own Inci...
Question 50: As a Service Desk manager, if you have a crisis situation su...
Question 51: What might be one purpose of a QA program?...
Question 52: You need to work with your suppliers to improve the costs an...
Question 53: If you were explaining the Service Desks responsibilities in...
Question 54: As a Service Desk manager you are expected to demonstrate ce...
Question 55: You need to write a business case for your new ITSM software...
Question 56: What are two common types of benchmarking?...
Question 57: Which statement most accurately describes typical key perfor...
Question 58: Conducting an assessment is a necessary step in managing cha...
Question 59: If you are outsourcing your support operation, which of thes...
Question 60: As a Service Desk manager, which of these options would you ...
Question 61: You have been informed that a company merger is planned whic...
Question 62: Which of the options best describes how to constructively ad...
Question 63: Which is a benefit of telephone support in a Service Desk?...
Question 64: Which of these options would be one of the three major activ...
Question 65: Which of the following options is an effective listening ski...
Question 66: You have been asked to produce a model for the most cost-eff...
Question 67: Which of these options is a Service Desk model you might con...
Question 68: Which of these options best describes the benefits of using ...
Question 69: What is the best definition of in-sourcing?...
Question 70: You have been asked to introduce self-service tools for your...
Question 71: Which of the following is one of the primary objectives for ...
Question 72: Which of these options would you regard as a common Quality ...
Question 73: Which of the following options wouldn't be essential in help...
Question 74: Which of these options would create a positive working envir...
Question 75: You are about to attend what could be a difficult meeting wi...
Question 76: You believe that a happy workforce is productive, and that i...
Question 77: Which of these options would be an appropriate channel of co...
Question 78: Which of the options best describes a principal benefit of I...
Question 79: Which of these wouldn't be a good way to recognize and rewar...
Question 80: A successful project plan will always include:...
Question 81: What is a primary purpose of a customer satisfaction survey?...
Question 82: What is the purpose of on-site (desk-side) support in a Serv...
Question 83: Which of these options would you use to support changing bus...
Question 84: Identify a key component of a good internal communications p...
Question 85: You are planning a promotion campaign to raise customer awar...
Question 86: Which of these options is an objective of IT Service Managem...
Question 87: Which of these options would be most desirable in achieving ...
Question 88: Which of these options is a common mechanism for call monito...
Question 89: Which of these options is likely to be an issue when integra...
Question 90: Which of these options should you consider when you need to ...
Question 91: Which one of these options would be a feature of effective m...
Question 92: If you regularly induct new staff, which of the following op...
Question 93: What metrics would you expect to come from the Incident Mana...
Question 94: Which would be a desirable quality to look for in Service De...
Question 95: Which Service Desk service delivery channel identifies when ...
Question 96: Which of these options is the best method of improving Servi...
Question 97: One of your analysts has asked you what ITIL is. Which of th...
Question 98: When you are addressing a meeting, which of these options be...
Question 99: You are explaining the benefits of desk-side support to your...
Question 100: Which of these options is a benefit of the Problem Managemen...
Question 101: Using self-service as a delivery method in a Service Desk en...
Question 102: When you were initially appointed as the Service Desk Manage...
Question 103: Which of the following options would be a clear benefit of u...
Question 104: As a Service Desk manager you need to have good planning ski...
Question 105: Which option best describes some common issues encountered w...
Question 106: What is a main Service Desk responsibility in the Incident M...
Question 107: Which of these options would be an advantage you could confi...
Question 108: Which option is the best description of Return on Investment...
Question 109: Which of these options best describes a reactive objective o...
Question 110: Which of these options is an appropriate type of Service Des...
Question 111: Which of these options best describes a skill level required...
Question 112: Which of these is a benefit of a structured approach to indu...
Question 113: You are meeting with your manager to request a proper budget...
Question 114: Which of these options is a step in the resource-scheduling ...
Question 115: Which of these options is a principal activity of the Incide...
Question 116: In relation to Human Resource and Team Development, which op...
Question 117: You are experiencing difficulties with your desktop support ...
Question 118: Which of these options is a key components of a marketing pr...
Question 119: Communicating the vision and direction to the Service Desk, ...
Question 120: Which of these options is the best description of right-sour...
Question 121: A skills matrix in place for all staff and a training budget...
Question 122: Which statement most accurately reflects some of the benefit...
Question 123: You have been tasked to select an IT Service Management tool...
Question 124: You are part of a team tasked with managing an Organizationa...
Question 125: How can you best demonstrate understanding of your Service D...
Question 126: When selecting a CTI system which of these would you choose ...
Question 127: Which of these options is a good reason for holding a team m...
Question 128: Which type of survey would you use to evaluate the success o...
Question 129: Which option best describes a purpose of Organizational Chan...
Question 130: Which of these options can be achieved using Computer Teleph...
Question 131: Which of these options is a primary objective of self- servi...
Question 132: Reducing the impact of disruptions to IT services on the bus...
Question 133: Which of these options best describes common technologies us...
Question 134: Which option best describes strategic awareness? Strategic a...
Question 135: Which of these options best describes one of the recognized ...
Question 136: As part of an investigation into outsourcing, which of the f...