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1. The appropriate service request model is chosen as pad or which activity of the `service request fulfillment control process?
A) Request categorization
B) Fulfil merit review
C) Ad hoc fulfilment control
D) Service request model initiation and control
2. What is both a key input and a key output of the 'service request fulfilment control' process?
A) Service request models
B) User satisfaction surveys
C) Fulfilment actions records and reports
D) Service level agreements
3. Which of the following states the purpose of the service desk practice?
A) To ensure that the demand for incident resolution and service requests is captured
B) To provide a dedicated team to acknowledge and record user impacting incidents
C) To ensure that user queries are captured, validated, and triaged for further processing
D) To create and maintain a healthy work culture in the service desk team
4. Which of the following is an input to the 'user query handling' process?
A) Recorded and categorized user queries
B) Categorized user queries
C) Service desk performance reports
D) Previous incident, problem and change records
5. A service manager is mapping value streams to help them ensure that 'monitoring and event management' activities are effective. At what stage in this exercise should this manager FIRST engage with key stakeholders?
A) During the 'service value stream walk,' to ensure that everybody's contributions are understood
B) During the scoping stage, to ensure that expectations are understood
C) During 'workflow evaluation', to ensure the impact on the business is taken into account
D) During 'reflection and planning' to ensure that monitoring is optimized for business value
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: A | Question # 3 Answer: A | Question # 4 Answer: A | Question # 5 Answer: B |
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