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Question 79/136
Which of these wouldn't be a good way to recognize and reward staff?
Correct Answer: C
- 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...
