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質問 1：
If you were describing the Change Management process to your team, which of the following would be one of the main activities?
A. Change assessment for impact and risk analysis
B. Change back-out analysis for implementation plans
C. Change origination assessment for approval
D. Change date specification for post-implementation review
正解：A
質問 2：
You are part of a team tasked with managing an Organizational Change within your support environment. What should the team do to ensure this change is successful?
A. Recognize the importance of allowing long-serving staff to determine where they will sit
B. Develop a probability to reality projection plan
C. Have a well-constructed communications plan
D. Implement rapid amendments to the plan. (Would this work any better?)
正解：C
質問 3：
Which of the options best describes how to constructively address individual performance issues?
A. Communicate the desired outcome of the change in behaviour and be general in your discussions
B. Discuss the solution to the problem before the causes and handle issues in a timely manner
C. Handle issues in a timely manner and focus on changing the behaviour rather than the person
D. Be general in your discussions and discuss the solution of the problem before the causes
正解：C
質問 4：
Which of these options can be achieved using Computer Telephony Integration (CTI)?
A. Incident popping
B. Call screening
C. Screen management
D. Screen popping
正解：D
質問 5：
Which of these options would be one of the three major activities of a Service Desk manager?
A. To organise the right technology platform to support processes
B. To organise regular staff meetings
C. To organise regular staff appraisal sessions
D. To organise resources
正解：D
質問 6：
Which of these options best defines mentoring?
A. Person-to-person support
B. Career development from a professional coach
C. Job-related advice and guidance
D. Life and relationship counselling
正解：C
If you were describing the Change Management process to your team, which of the following would be one of the main activities?
A. Change assessment for impact and risk analysis
B. Change back-out analysis for implementation plans
C. Change origination assessment for approval
D. Change date specification for post-implementation review
正解：A
質問 2：
You are part of a team tasked with managing an Organizational Change within your support environment. What should the team do to ensure this change is successful?
A. Recognize the importance of allowing long-serving staff to determine where they will sit
B. Develop a probability to reality projection plan
C. Have a well-constructed communications plan
D. Implement rapid amendments to the plan. (Would this work any better?)
正解：C
質問 3：
Which of the options best describes how to constructively address individual performance issues?
A. Communicate the desired outcome of the change in behaviour and be general in your discussions
B. Discuss the solution to the problem before the causes and handle issues in a timely manner
C. Handle issues in a timely manner and focus on changing the behaviour rather than the person
D. Be general in your discussions and discuss the solution of the problem before the causes
正解：C
質問 4：
Which of these options can be achieved using Computer Telephony Integration (CTI)?
A. Incident popping
B. Call screening
C. Screen management
D. Screen popping
正解：D
質問 5：
Which of these options would be one of the three major activities of a Service Desk manager?
A. To organise the right technology platform to support processes
B. To organise regular staff meetings
C. To organise regular staff appraisal sessions
D. To organise resources
正解：D
質問 6：
Which of these options best defines mentoring?
A. Person-to-person support
B. Career development from a professional coach
C. Job-related advice and guidance
D. Life and relationship counselling
正解：C
山冈** -
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