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| Section | Objectives |
|---|---|
| Topic 1: IT Service Management | - Service request management - Incident management - Problem management - Knowledge management - Information security management |
| Topic 2: Managing Practices, Processes and Procedures | - Interaction handling - Structured practices and procedures - Documentation |
| Topic 3: AI and Automation | - Benefits and challenges of AI and automation - AI in service management - Automation in service management |
| Topic 4: Effective Rapport and Conflict Management Skills | - Negotiation - Emotional intelligence - Building rapport - Conflict management |
| Topic 5: Roles and Responsibilities | - Service excellence and professional behaviour - Service Desk Analyst roles and responsibilities |
| Topic 6: Managing Customer Feedback | - Purpose and objectives of feedback management - Using feedback for service improvement - Feedback management components |
| Topic 7: Problem-Solving | - Creative problem-solving - Inductive and deductive reasoning - Critical thinking - Problem-solving techniques |
| Topic 8: Support Methods | - Remote support - Self-service - Support delivery methods |
| Topic 9: Relationship Management | - Cultural awareness - Collaboration and teamwork - Customer relationships |
| Topic 10: Resilience | - Emotional resilience - Managing workplace pressure - Recognising signs of stress |
| Topic 11: Quality Assurance Programme | - Quality assurance practices - Service desk metrics - Quality assurance activities - Customer satisfaction surveys |
| Topic 12: Effective Communication Skills and Competencies | - Adapting communication to different customers - Verbal and non-verbal communication - Active listening - Formal and informal communication |
'Creating an environment where all individuals feel welcomed, respected, and able to contribute fully' describes which element of DEIB?
Correct Answer: B 🗳️
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The process of identifying, addressing and resolving disagreements in a constructive manner is the definition of which skill?
Correct Answer: C 🗳️
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Which option describes a disadvantage of self-service technology?
Correct Answer: D 🗳️
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Which statement BEST describes the purpose of a Service Desk mission statement?
Correct Answer: D 🗳️
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In which situation would you use functional escalation?
Correct Answer: A 🗳️
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All the Actual SDA questions are from your test prep.
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