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Last Updated: Sep 28, 2026
No. of Questions: 198 Questions & Answers with Testing Engine
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| Section | Objectives |
|---|---|
| Topic 1: People and Performance Management | - Team leadership and communication - Performance metrics and reporting |
| Topic 2: Service Desk Leadership and Strategy | - Aligning service desk with business goals - Developing service desk strategies |
| Topic 3: Service Desk Operations | - Change and configuration management - Incident and problem management |
Which two of the following are key components of a marketing programme?
(Choose 2)
Correct Answer: A,D 🗳️
What is the most important benefit of IT configuration management?
(Choose 1)
Correct Answer: D 🗳️
Which is the best tool for tracking the number of abandoned calls to the Service Desk?
(Choose 1)
Correct Answer: B 🗳️
Which is considered to be a business best practice quality model?
(Choose 1)
Correct Answer: A 🗳️
What are two reasonable expectations of customers when contacting the Service Desk?
(Choose 2)
Correct Answer: B,C 🗳️
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