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| Section | Objectives |
|---|---|
| People and Performance Management | - Team leadership and communication - Performance metrics and reporting |
| Service Desk Leadership and Strategy | - Aligning service desk with business goals - Developing service desk strategies |
| Service Desk Operations | - Change and configuration management - Incident and problem management |
Following a team discussion about customer satisfaction levels, a team member approaches you with several ideas on how to better understand customer needs and expectations. You ask them to produce a presentation for the next team meeting. What three leadership characteristics did you use?
(Choose 3)
Correct Answer: A,C,E 🗳️
Which two actions will best provide you with the practical means for understanding cultural differences?
(Choose 2)
Correct Answer: B,D 🗳️
What are three purposes of a customer satisfaction survey?
(Choose 3)
Correct Answer: C,D,E 🗳️
What are two important actions to take to remove barriers and gain support for projects?
(Choose 2)
Correct Answer: D,E 🗳️
Which of the following best demonstrates the success of Service Level Management?
(Choose 1)
Correct Answer: C 🗳️
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