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| Section | Objectives |
|---|---|
| Leadership and People Management | - Workforce management
|
| Service Desk Operations Management | - Incident and Request Management
|
| Customer Experience Management | - Customer satisfaction and service quality
|
| Technology and Tools in Service Management | - Service desk tools and automation
|
A project is planned to rollout that will add new software to the network. Call volume is not expected to change as few people will have access to the new software. What requirements should you consider?
Correct Answer: B 🗳️
Organizational development needs are determined by which three methods? (Choose three)
Correct Answer: A,B,D 🗳️
Which three statements about effective inter-departmental relationships are true? (Choose three)
Correct Answer: A,B,C 🗳️
What is the most common disadvantage of IT configuration management programs?
Correct Answer: A 🗳️
Service Level Agreements document the level of service provided as well as the level at which that service is provided by which two parties?
Correct Answer: C,D 🗳️
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