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Updated: Jul 27, 2026
Q & A: 114 Questions and Answers
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| Section | Objectives |
|---|---|
| Incident and Problem Management | - Support Process Management
|
| Business and Organizational Awareness | - Support Organization Integration
|
| Leadership and Professional Development | - Senior Analyst Responsibilities
|
| Service Desk Operations | - Operational Effectiveness
|
| Customer Service and Communication | - Customer Interaction Skills
|
1. Where would you typically use the decision tree process to analyse the likely cause of a problem? (Choose 1)
A) Critical thinking.
B) Deductive reasoning.
C) Inductive reasoning.
D) Creative thinking.
2. What are three advantages of performing system backups? (Choose three)
A) It provides ease of access to systems.
B) It saves time for the organisation.
C) It protects the integrity of data.
D) It protects the integrity of files.
E) It assists the organisation recover following a disaster.
3. What are two commonly used problem identification methods for extracting information from customers? (Choose 2)
A) Structured information gathering.
B) Logical analysis.
C) Root cause discussions.
D) Unstructured information gathering.
4. A customer calls and cannot print anything. The help desk does not know if the cause of the problem is at the desktop, printer, or network. Which is the best question to ask?
(Choose 1)
A) Is your printer networked?
B) Can anyone else print to the printer?
C) Is your printer LAN connected?
D) What application are you trying to print from?
5. What is the best definition of a mission statement? (Choose 1)
A) It is a description of the Service Desks /Help Desks means of producing revenue.
B) It is a description of the Service Desks /Help Desks past financial performance.
C) It is a description of the Service Desks /Help Desks marketing and sales strategies.
D) It is a description of the Service Desks /Help Desks purpose and reason for existence.
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: C,D,E | Question # 3 Answer: A,D | Question # 4 Answer: B | Question # 5 Answer: D |
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