You have been tasked with conducting a SWOT analysis of the Service Desk.
What is the best description of what you will be required to do? (Choose 1)

• A.Identify its successes, weaknesses, opportunities and threats. nArialZ br
• B.Identify its strengths, wants, organisation and threats.
• C.Identify its size, wants, outages and tactics.
• D.Identify its strengths, weaknesses, opportunities and threats.

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What are three advantages of using self-service tools in a Service Desk?
(Choose 3)

• A.Self-service tools allow the Service Desk to be open for fewer hours.
• B.Self-service tools allow the Service Desk to reduce its headcount.
• C.Self-service tools allow for cost-effective service provision.
• D.Self-service tools allow customers greater independence.
• E.Self-service tools allow customers to access support at any time.

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If you are looking to motivate your Service Desk staff, which of these statements most closely matches how you would want them to perceive you?
(Choose 1)

• A.As an approachable, nice and understanding person.
• B.As an exceptional, innovative and demanding leader.
• C.As an outstanding motivational speaker.
• D.As being excellent in inspiring people to achieve a new vision.

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Which actions are most likely to help you develop clear strategies to run your Service Desk effectively?
(Choose 2)

• A.Acquiring understanding of key business issues for your organization.
• B.Networking with people in other organisations.
• C.Encouraging your staff to participate in intra-departmental projects.
• D.Attending an executive seminar.
• E.Delivering a presentation to your senior management.

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What is a best practice for keeping employees satisfied and productive?
(Choose 1)

• A.Remove the burden of making decisions from employees.
• B.Praise individuals in private.
• C.Treat your staff with respect.
• D.Give employees extra breaks from phone work.

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