Local Service Desk
Solution:


Does this meet the goal?

1. A. Yes
2. B. No

Correct Answer: A

Service Acceptance criteria are used to?

1. A. Ensure the design stage of the Lifecycle
2. B. Ensure Portfolio Management is in place
3. C. Ensure delivery and support of a service
4. D. Ensure service Key Performance Indicators (KPIs} are reported

Correct Answer: C

The definitive media library is the responsibility of:

1. A. Facilities management
2. B. Access management
3. C. Request fulfillment
4. D. Service asset and configuration management

Correct Answer: D

What does the continual service improvement (CSI} approach enable a business to achieve?

1. A. It keeps the communication going within the business.
2. B. It helps the business in making decisions on improvement initiatives.
3. C. It helps the stakeholders understand their customers.
4. D. It dictates the way the business interacts with external suppliers.

Correct Answer: C

Can service operation improve efficiency in the business operation by automating common routines?

1. A. No, automating common routines improves effectiveness but not efficiency
2. B. Yes, through automating common routines and introducing the service knowledge managementSystem (SKMS}
3. C. Yes, through automating common routines, more productive work can be carried out
4. D. No, automating common routines only results in preventing common problems

Correct Answer: B