SDI Service Desk Manager Qualification Set 3

1.

In your opinion, which of these statements best describes the Service Desks responsibilities in relation to the Risk Management process?

It inputs key service requirements that would increase or decrease risk It inputs information from users on risky situations occurring in their areas It assesses risk on behalf of the IT services organization It evaluates new services for business risk

2.

Which process involves recognizing how to anticipate problems, develop contingency plans and sustain progress?

Incident Management Problem Management Issue Management Risk Management

3.

Which is the most useful question to consider when providing a risk status update?

Can the risk be logged as a Problem? Is the risk getting worse or better? Can the Service Desk pass the risk to Change Management yet? Has Release Management been titled yet?

4.

Which of these options best describes an aspect of Knowledge Management?

The process through which an organization develops its intellectual ability The process through which an organization develops its intellectual quality The process through which an organization generates value from its configuration assets The process through which an organization generates value from its intellectual assets

5.

Which option best describes one of the Service Desks responsibilities in relation to Knowledge Management?

It should understand the composition of the knowledgebase and advise on its development It should insist that users use the self-help options available to maximize the use of the knowledgebase It should provide feedback on the relative value of knowledge items and available information It should update the knowledge base after every problem closure

6.

Which of these options does SKMS stand for?

Service Knowledge Management Store Service Knowledge Management System System Knowledge Management Service System Knowledge Management Store

7.

Your Service Desk staff use the SKMS (Service Knowledge Management System) extensively. Which of these options best describes a benefit of having the SKMS available to them?

It creates a silo approach for the availability of knowledge It provides new starters with induction training It reduces the number of incidents requiring escalation to other teams It offers opportunities for cross-training to take place

8.

Which of these options best describes a set of procedures to be followed when developing an SKMS?

Procedures to test the ongoing value of the information in the SKMS Procedures to test the ongoing value of changes to the SKMS Procedures to test the cost savings of the SKMS Procedures to test the content of the SKMS

9.

Which of the following options would you include in your SKMS?

Books such as user guides and reference manuals List of problem users Personal experience User comments and feedback

10.

As sensitive personal and corporate information is frequently lost or stolen, what would be a key objective of Information Security Management?

Meeting the publics need for confidence in data security Understanding the full legal implications of Information Security Management Ensuring the security of every user data access point Ensuring IT operates adequate and appropriate security controls

SDI Service Desk Manager Qualification Set 3

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SDI Service Desk Manager Qualification Set 3

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