Which of these options is a standard Quality Assurance practice found in a Service Desk?

AProblem monitoring and review

BSLA metric reporting

CChange advisory boards

DCall and Incident monitoring

Answer : D

Which option is a common form of call monitoring in a Service Desk?

ARemote service continuity observation

BRemote call management observation

CRemote delivery observation

DRemote service observation

Answer : D

Which of these options is a primary objective of customer satisfaction surveys?

ATo benchmark and trend customer satisfaction

BTo make users feel important

CTo assist in developing new products and services based upon technical requirements

DTo improve management processes and reporting

Answer : A

What is the difference between ongoing and periodic customer satisfaction surveys?

AOngoing surveys are carried out on every call whilst periodic surveys are run monthly

BOngoing surveys are carried out over an extended time whilst periodic surveys are limited to
specific events

COngoing surveys are carried out after Incidents whilst periodic surveys are run on a regular or
annual basis

DOngoing surveys are carried out for general information whilst periodic surveys aim to get
more specific Incident-based data

Answer : C

Which statement best describes methods by which customer satisfaction surveys are distributed?

ABy informal chats, during appraisals and at the annual company meeting

BAt management meetings, teambuilding events and team meetings

CBy email, by telephone and at face-to-face interviews

DAt department meetings, by anonymous mail-drops and by courier

Answer : C

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