SDI Service Desk Manager Qualification Set 2

When you are addressing a meeting, which of these options best describes a technique for engaging with the audience?

Which of the following options is an effective listening skill?

You are about to attend what could be a difficult meeting with other IT team managers. You are aware that you will have to negotiate skillfully to achieve a successful outcome; what is the best skill you can employ that will help you do this?

You need to work with your suppliers to improve the costs and terms of the contract. What type of person makes a good negotiator?

If you are looking to gather further information to help resolve a user's issue, which of these options would be appropriate to use?

If you are documenting new processes and procedures, which of these options is a particularly important outcome?

Your manager is concerned that the relationships between the Service Desk and some other areas of IT aren't as good as they could be. S/he has asked you to suggest some initiatives to improve the situation; which of the following would you suggest?

Which of these options is a best practice to follow when you are taking actions that will affect other departments or teams?

You are experiencing difficulties with your desktop support team who regularly blame your Service Desk Analysts fort giving them the correct information. How best should you get them on board?

As a Service Desk manager, which of these options would you suggest is a way for you to contribute to IT and business objectives?