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Last Updated: Jun 03, 2026
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1. The success of SLAs can be evaluated by which measure?
(Choose 1)
A) Increased incidents logged.
B) Increase in customer satisfaction.
C) Improved quality of the Configuration Management Database (CMDB).
D) Reduction in Service Desk headcount.
2. Which tool allows the Service Desk to view key performance indicators in real time?
(Choose 1)
A) Computer telephony integration.
B) Call management software.
C) E-mail routing servers.
D) Incident management systems.
3. What is the most important factor when developing a workforce schedule?
(Choose 1)
A) Type of support to be provided.
B) Budget restraints.
C) Projected call volume.
D) Total workstations available.
4. We all admire great leaders. What two leadership characteristics best demonstrate leadership skills?
(Choose 2)
A) Helping the team complete even the most mundane tasks.
B) The ability to communicate a clear vision and direction.
C) Being at work early and finishing late.
D) Being an effective and engaging speaker.
E) Planning and following through activities.
5. What is the most accurate description of staffing?
(Choose 1)
A) Ensuring that unplanned absences are allowed for in the rota.
B) Ensuring that you staff according to the objectives of ITSM.
C) Ensuring that adequate staff are available to provide IT services as defined in the SLA.
D) Ensuring that shifts all have the same number of staff.
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: A | Question # 3 Answer: C | Question # 4 Answer: B,E | Question # 5 Answer: C |
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