Multiple Choice
____ is a typical activity included in service management and improvement.
A) Monitoring the network for sign of degradation and communicating status to customers
B) Participating in the negotiation of SLAs and monitoring performance to ensure that the service desk is meeting its commitments
C) Ensuring that analysts can quickly and easily retrieve information from the knowledge management system
D) Evaluating and selecting new support technology to ensure it meets existing standards
Correct Answer:
Verified
Correct Answer:
Verified
Q24: Which is true about knowledge and information-retrieval?<br>A)Good
Q25: Typically service desk analysts establish Service Level
Q26: Verbal skills, customer service skills, and teamwork
Q27: Which would be the best way for
Q28: The size of a service desk determines
Q30: If a service desk analyst is unable
Q31: Which is a primary responsibility of a
Q32: _ skills are particularly important in the
Q33: Completion<br>-One method that analysts may need to
Q34: A typical service desk manager _.<br>A)acquires funding