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Detail Form
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1.
What is a common metric used to measure Service Desk performance?
2.
Which is a best practice for dealing with stress?
3.
Which metric is used to measure the average amount of time that a customer waits before a call is answered?
4.
What is the best description of an Incident?
5.
What is the most important reason for maintaining legal compliance in the Service Desk?
6.
What is one of the principles for managing a call?
7.
Which Service Desk process provides a framework for collaboration, provides information to customers, and lowers the overall cost of support?
8.
What is the best way of using silent time effectively?
9.
What is a best practice to follow when closing an Incident?
10.
Which statement best describes unsuccessful teams?