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1. What are two reasonable expectations of customers when contacting the Service Desk?
(Choose 2)

A) Customers should expect the service desk to provide value for the money spent on it.
B) Customers should expect all incidents to be fixed at first point of contact.
C) Customers should expect a consistent response to their requirements.
D) Customers should expect their status in the organisation to be recognized.
E) Customers should expect service desk staff to be expert in all technology areas.

2. You have a member of your team who is well liked by customers and staff alike, and you receive many compliments about him. What is the most likely reason for this?
(Choose 1)

A) He is an empathic person.
B) He is a flirt with an attractive smile.
C) He is a technical genius.
D) He is a sympathetic person.

3. What is the purpose of a vision statement?
(Choose 1)

A) To stretch peoples capabilities to the maximum.
B) To inform customers about strategy outcomes and benefits.
C) To develop a strategy for business enhancements.
D) To provide a longer term view of what the Service Desk wishes to become.

4. What is a primary objective for using self-service tools in a Service Desk?
(Choose 1)

A) Self-service tools improve the rapport between customers and analysts.
B) Self-service tools encourage more customers to call for support.
C) Self-service tools provide consistent responses to repetitive requests.
D) Self-service tools keep customers dependent on the Service Desk.

5. What is the most likely advantage of off-site outsourcing?
(Choose 1)

A) Off-site outsourcing reduces capital expenditure and headcount.
B) Off-site outsourcing increases capital expenditure and headcount.
C) Off-site outsourcing reduces capital expenditure and increases headcount.
D) Off-site outsourcing increases capital expenditure and reduces headcount.

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