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NEW QUESTION 52
What are the MOST important skills required by service desk staff?
- A. Problem resolution skills
- B. Technical skills
- C. Supplier management skills
- D. Incident analysis skills
Answer: D
NEW QUESTION 53
What takes place in the "Did we get there?" step of the continual service improvement (CSI) approach?
- A. An initial baseline assessment
- B. Understanding priorities for improvement
- C. The production of a detailed CSI plan
- D. Verifying that improvement targets have been achieved
Answer: D
Explanation:
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NEW QUESTION 54
What is the purpose of the 'relationship management' practice?
- A. To set clear business-based targets for service performance
- B. To support the agreed quality of a service handling all agreed, userinitiated service requests
- C. To establish and nurture the links between the organization and its stakeholders
- D. To align the organization's practices and services with changing business needs
Answer: C
NEW QUESTION 55
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