What should be considered as part of achieving capability level 2 for the service desk practice?
Correct Answer: C
Explanation:
Understanding of the key types of user queries: Comments for the service desk practice for level 2
include “Key types of user queries and of communications with users.” Ref tab 7.2 Service Desk
Practice Guide
Regular review of the service desk practice: This is required for capability level 5. Comment for the
service desk practice for level 5 includes “Regular review of the practice and the service desk capability
development.” Ref tab 7.2 Service Desk Practice Guide
Define and agree measurement and reporting: This is required for capability level 4. Level 4 includes
“Define, agree, and implement… Measurement and reporting.” Ref tab 7.2 Service Desk Practice
Guide
Integration in the service value streams: This is required for capability level 3. Comment for the service
desk practice for level 3 includes “Integration in the service value streams.” Ref tab 7.2 Service Desk
Practice Guide
Question 2
Which of the following best describes the caution against creating Service Level Agreements (SLAs) for
specific types of events rather than for the overall performance of the service?
Correct Answer: C
Explanation:
It should be noted that SLAs exist to define the level of services to be delivered. SLAs are used as input
to defining which events are significant and how they should be managed and reported. SLAs should not
be defined for individual events. If a specific level of performance is required when managing a particular
event, or if certain events need to be reported to users or customers, this should be defined as one of
the parameters of that type of event linked to the originating SLA, and not as a separate ‘event SLA’.
Gathering data that has accuracy and integrity in the monitoring and event management practice is
critical to the work of delivering a high-quality service and a high-quality customer experience when
using the service. Ref 2.4.2 Monitoring and Event Management Practice Guide
Question 3
During the validation of a user query, what is NOT a check typically performed by a service desk agent?
Correct Answer: D
Explanation:
Validate the user query.
A service desk agent can perform query validation when recording the query. There are different checks
applicable to certain types of queries:
• Whether the user is the person they claim to be.
• Whether the user and their organization are eligible to consume the specified service. This is especially
important in commercial service provision, where requested services are chargeable and may be subject
to fraud.
• Whether the reason for the query pertains to the service in question; is the responsibility of the service
provider; is included in the agreed level of service, and so on.
• Whether any protected information needs to be communicated to process the query and, if so, whether
additional caller identity checks are required.
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