1. It is important for a service provider to understand users’ feelings, emotions, and needs.
Which service capability supports this?
A. Assurance
B. Service empathy
C. Omnichannel communication
D. Moment of truth
Answer: B
2. What is a practice success factor for the service desk practice?
A. Enabling and continually improving effective, efficient, and convenient communications between the service provider and its users
B. Overcoming the challenge of the limited scalability of voice and video call channels
C. Enabling and continually improving effective, efficient, and convenient communications between the service desk and its staff
D. Ensuring that multichannel communication is used and improved wherever possible
Answer: A
3. How can partners and suppliers support the service desk practice?
A. By providing change enablement tools
B. By providing trained resources to work in service desk teams
C. By outsourcing the development of IT services
D. By providing consultancy on how to customize the IT services
Answer: B
4. Which of the following describes the purpose of the service desk practice?
A. To ensure that the demand for incident resolution and service requests is captured
B. To minimize the negative impact of incidents by restoring normal service operation as quickly as possible
C. To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents
D. To systematically observe services and service components, and record and report selected changes of state
Answer: B
5. A service provider is experiencing an increasing number of user queries due to the growing customer base. To increase the service desk capacity, the Service Desk Manager wants to shift registration and triage of some of basic queries to users. Reports show that basic queries, which can be delegated to users, represent a significant percentage of all queries processed by the service desk team.
Which capability of the service desk toolset is required to support this plan?
A. Omnichannel communications
B. Convenient self-service interface
C. Friendly provider-facing interface
D. Service desk measurement and reporting
Answer: B
6. What is a means of addressing challenges associated with user-to-technology interaction?
A. Use channels and interfaces that are familiar to users
B. Limit human support to where it is needed and justified
C. Invest in the professional development of support agents
D. Train support agents in emotional intelligence and awareness of diverse cultures
Answer: A
7. What should be considered as part of achieving capability level 3 for the service desk practice?
A. Define and agree measurement and reporting
B. Automation and use of an integrated service management system
C. Regular review of the service desk practice
D. Continual assessment of the practice
Answer: B
8. Which of the following automation tools will help to integrate service desk with other practices in the service provider’s value streams?
A. Survey tools
B. Workflow management tools
C. Reporting tools
D. Work prioritization tools
Answer: B
9. An organization is designing a value stream for restoring service to users.
At which step in value stream mapping should the user touchpoints be identified?
A. Identify the scope of the value stream analysis
B. Reflect on the value stream map
C. Create a to be’ value stream map
D. Define the purpose of the value stream from the business standpoint
Answer: A
10. Which of the following is an input to the ‘user query handling’ process?
A. Improvement initiatives
B. Categorized user queries
C. Recorded and categorized user queries
D. Guidelines and procedures for triage
Answer: C
11. Improvement initiatives proposed at the service desk review need to be tracked to ensure that they are implemented successfully.
Which type of software tools supports this task?
A. Work planning and prioritization tools
B. Collaboration tools
C. Survey tools
D. Analysis and reporting tools
Answer: A
12. An organization is designing a value stream for communicating planned outages to users.
At which step in value stream mapping will the users’ expectations regarding communicating planned outages be identified?
A. Using the to be’ value stream map to plan improvements
B. Define the purpose of the value stream
C. Create a to be’ value stream map
D. Do the service value stream walk
Answer: B
13. An organization is improving its service desk practice.
How should the organization use the guiding principle ‘start where you are’?
A. Standardize operations and automate processes where possible
B. Identify metrics that demonstrate the role of the service desk in the service provider and the service consumer organizations
C. Establish a clear communication channel but use the procedures that are currently available
D. Gradually implement new service desk channels and tools
Answer: B
14. The organization’s service desk practice is not well organized and is largely based on intuition and habits of the IT team.
Which capability level does this indicate?
A. Level 1
B. Level 2
C. Level 3
D. Level 4
Answer: A
15. Which characteristic of communication channels will ensure that they are genuine and secure?
A. Accessibility
B. Assurance
C. Availability
D. Usability
Answer: B
16. Which activity of the ‘service desk optimization’ process ensures that change requests are raised where necessary?
A. Service desk improvement communication
B. Service desk review
C. Triage the user query and initiate the appropriate activities
D. Service desk improvement initiation
Answer: B
17. What is part of the service desk agent role?
A. Planning the capacity and performance of the service desk team
B. Ensuring the workload balance between the service desk activities and involvement in other practices
C. Triaging user queries and taking appropriate action
D. Creating and maintaining a healthy work culture
Answer: C
18. A service provider has a very good relationship with its users across many intonational locations. Users particularity like that they can walk in and get immediate and friendly support. The service provider predicts the need to add additional service desk teams as its customer base is increasing.
Which service desk organizational model should the service provider use?
A. Local service desk team
B. Distributed service desk team
C. Offshore service desk team
D. Virtual service desk team
Answer: B
19. What factor is MOST LIKELY to influence the decision to outsource the service desk?
A. Service desk organization model promoted by the supplier
B. The role and seniority of the service desk manager
C. The experience and satisfaction of the service desk agents
D. Sensitivity of the information exchanged between the users and the service desk
Answer: D
20. Which activity of the ‘user query handling’ process will result in the service desk agent resolving the query at first line?
A. Acknowledge and record the user query
B. Information packaging
C. Triage the user query and initiate the appropriate activities
D. Validate the user query
Answer: C