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Question No 1

. Which of these options is NOT an element of successful project management?

Choose the Choices:

Question No 2

. Which of these options is the best way in which you can use formal or informal networks to help develop your ideas?

Choose the Choices:

Recommend holding off - site meetings in a local pub

Develop scenarios that will demonstrate how your suggestions and plans will raise every ones profiles

Hold meetings with stakeholders to obtain their support for your proposals

Hold meetings with your team to discuss aspects of your proposals

Question No 3

. You are trying to promote the Service Desk through a variety of recognised and effective channels. Which of these statements best describes a channel to use?

Choose the Choices:

Articles in the local newspaper and Have a Go days

Open house days and distributing Service Desk fliers

Distributing free pens and Service Desk induction training

Induction training and team - building away days

Question No 4

. Which of the following statements about Problem Management is correct?

Choose the Choices:

The Service Desk is not responsible for Problem Management but contributes by identifying recurring Incidents

The Service Desk is not responsible for Problem Management but manages Major Incident reviews

The Service Desk is responsible for Problem Management and may be required to work with technical teams to diagnose Problems

The Service Desk is responsible for Problem Management and uses known errors to aid fast resolution

Question No 5

. Which of these options is a primary objective of the Service Asset and Configuration Management process?

Choose the Choices:

To record the ownership of every item of hardware and software in the asset base

To ensure that IT services, assets, resources and processes are properly managed and maintained

To clearly identify the business dependencies of each inventory item

To map assets into a clear network infrastructure diagram

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