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| Section | Objectives |
|---|---|
| Topic 1: Service Delivery Management | - Operational management
|
| Topic 2: Quality and Performance Management | - Continuous improvement
|
| Topic 3: Financial and Resource Management | - Business management
|
| Topic 4: Technology and Knowledge Management | - Support infrastructure
|
| Topic 5: Help Desk Strategy and Leadership | - Service desk mission and objectives
|
| Topic 6: People Management | - Team leadership
|
| Topic 7: Process Improvement | - Service optimization
|
1. What are two benefits of external outsourcing compared to contract staffing? (Choose two)
A) the ability to easily extend the hours of support
B) the ability to handle peak periods associated with new technology rollouts
C) fewer management issues
D) fewer employee benefit issues
2. Which practice is important in improving the supportive atmosphere found in an open and positive work environment?
A) use of visual status boards
B) specific statement of performance expectations
C) access to computer telephony technologies
D) empowerment from management
3. External outsourcing by a third party is the preferred method of support in which situation?
A) Your support organization would like to transfer support responsibility to an outside organization. Management requires that all support be performed on the premises.
B) Your support organization is going through a rollout of new desktops and you anticipate that you may need to increase your staff from 20 to 25 for a three-month period.
C) Your support organization supports a number of proprietary applications and has significant security restrictions.
D) Your support organization supports a large number of remote desktops using standard office software that requires 24-hour service information Technology priorities do not allow management time to focus on support issues.
4. What is the most likely benefit of implementing a knowledge management system in a support center?
A) Implementing a knowledge management system helps build rapport among teams in the support center.
B) Implementing a knowledge management system increases the customer's dependence upon support services.
C) Implementing a knowledge management system supports computer-telephony integration.
D) Implementing a knowledge management system allows customers to troubleshoot all of their own incidents.
5. What is an excellent form of feedback on the type of service and support you are providing to an organization?
A) analyst complaints
B) manager complaints
C) analyst reviews
D) manager surveys
E) customer complaints
F) customer surveys
Solutions:
| Question # 1 Answer: A,C | Question # 2 Answer: D | Question # 3 Answer: D | Question # 4 Answer: A | Question # 5 Answer: F |
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