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  5. Interview Questionnaire Service Desk - IT Support
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Which of these is NOT a recognized Service Desk structure?
 
Single Service Desk
 
Virtual Service Desk
 
Local Service Desk
 
Central Service Desk
 
 
 
Which of the following is NOT an objective of Service Operation?
 
Through testing, to ensure that services are designed to meet business needs
 
To deliver and support IT services
 
To manage the technology used to deliver services
 
To monitor the performance of technology and processes
 
 
 
Which of the following is NOT an example of a Service Request?
 
A user calls the Service Desk to order a toner cartridge
 
A user calls the Service Desk because they would like to change the functionality of an application
 
A Manager submits a request for a new employee to be given access to an application
 
A user logs onto an internal website to download a licensed copy of software from a list of approved options
 
 
 
The priority of an Incident refers to?
 
The relative importance of the Incident based on impact and urgency
 
The speed with which the Incident needs to be resolved
 
The number of staff that will be assigned to work on the Incident so that it is resolved in time
 
The escalation path that will be followed to ensure resolution of the incident
 
 
 
Incident Management has a value to the business by?
 
Helping to control infrastructure cost of adding new technology
 
Enabling users to resolve Problems
 
Helping to align people and process for the delivery of service
 
Contributing to the reduction of downtime to the business
 
 
 
Which of the following CANNOT be stored and managed by a tool?
 
Knowledge
 
Information
 
Wisdom
 
Data