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質問 1：
You have worked hard to develop good working relationships with your team members. What are the two best actions you can take to maintain this situation?
(Choose 2)
A. Delegate key decision-making to create a learning curve for potential supervisors.
B. Develop a skills matrix and training plan.
C. Identify other skills they have and find ways in which they can use them.
D. Develop a plan that enables them to move out of the team and into other support teams.
正解：B,C
質問 2：
What is a key benefit of change management?
(Choose 1)
A. An accurate Configuration Management Database (CMDB).
B. An increased number of changes.
C. A reduction in the number of problems.
D. Minimised service disruption.
正解：D
質問 3：
Which statement best describes a service level agreement?
(Choose 1)
A. The SLA is a document that sets expectations for customers and the Service Desk.
B. The SLA is an agreement to manage changes to services that may be required.
C. The SLA is an agreement with other internal support groups.
D. The SLA is a document created by Service Desk management.
正解：A
質問 4：
Which statement best describes IT asset management?
(Choose 1)
A. IT asset management controls the Service Desks hardware.
B. IT asset management is lifecycle management for IT equipment.
C. IT asset management restricts the improper use of software.
D. IT asset management is a comprehensive IT library.
正解：B
質問 5：
What are two of the best uses of self-service technology?
(Choose 2)
A. Self service technology allows customers to find information on procedures.
B. Self-service technology helps customers talk to one another about problems.
C. Self-service technology maintains an inventory of equipment.
D. Self-service technology allows customers to comment on the performance of support staff.
E. Self-service technology gives customers the ability to solve problems on their own.
正解：A,E
質問 6：
What is the purpose of a vision statement?
(Choose 1)
A. To inform customers about strategy outcomes and benefits.
B. To stretch peoples capabilities to the maximum.
C. To provide a longer term view of what the Service Desk wishes to become.
D. To develop a strategy for business enhancements.
正解：C
質問 7：
What is a key requirement for successful project management?
(Choose 1)
A. A key requirement for successful project management is to define stand-alone activities.
B. A key requirement for successful project management is to define your role in the project.
C. A key requirement for successful project management is to define project objectives.
D. A key requirement for successful project management is to define co-operative activities.
正解：C
You have worked hard to develop good working relationships with your team members. What are the two best actions you can take to maintain this situation?
(Choose 2)
A. Delegate key decision-making to create a learning curve for potential supervisors.
B. Develop a skills matrix and training plan.
C. Identify other skills they have and find ways in which they can use them.
D. Develop a plan that enables them to move out of the team and into other support teams.
正解：B,C
質問 2：
What is a key benefit of change management?
(Choose 1)
A. An accurate Configuration Management Database (CMDB).
B. An increased number of changes.
C. A reduction in the number of problems.
D. Minimised service disruption.
正解：D
質問 3：
Which statement best describes a service level agreement?
(Choose 1)
A. The SLA is a document that sets expectations for customers and the Service Desk.
B. The SLA is an agreement to manage changes to services that may be required.
C. The SLA is an agreement with other internal support groups.
D. The SLA is a document created by Service Desk management.
正解：A
質問 4：
Which statement best describes IT asset management?
(Choose 1)
A. IT asset management controls the Service Desks hardware.
B. IT asset management is lifecycle management for IT equipment.
C. IT asset management restricts the improper use of software.
D. IT asset management is a comprehensive IT library.
正解：B
質問 5：
What are two of the best uses of self-service technology?
(Choose 2)
A. Self service technology allows customers to find information on procedures.
B. Self-service technology helps customers talk to one another about problems.
C. Self-service technology maintains an inventory of equipment.
D. Self-service technology allows customers to comment on the performance of support staff.
E. Self-service technology gives customers the ability to solve problems on their own.
正解：A,E
質問 6：
What is the purpose of a vision statement?
(Choose 1)
A. To inform customers about strategy outcomes and benefits.
B. To stretch peoples capabilities to the maximum.
C. To provide a longer term view of what the Service Desk wishes to become.
D. To develop a strategy for business enhancements.
正解：C
質問 7：
What is a key requirement for successful project management?
(Choose 1)
A. A key requirement for successful project management is to define stand-alone activities.
B. A key requirement for successful project management is to define your role in the project.
C. A key requirement for successful project management is to define project objectives.
D. A key requirement for successful project management is to define co-operative activities.
正解：C
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