Service Desk Manager Professional SDMP – (English)

1. The definition of objectives for the Service Desk should be based on the model:

2. Which of the following is NOT considered critical success factors in a service desk?

3. A service desk professional should have defined:

4. Why is strategic service desk alignment vital?

5. This analysis involves comparing the current support process with an ideal process model to identify gaps in the process and areas that need improvement:

6. The following are key aspects in the globalization of a Service Desk:

7. The following are aspects that are not key in the globalization of a Service Desk:

8. One way to integrate social responsibility with the Service Desk can be:

9. These are the types of planning foreseen in a Service Desk:

10. To be an objective leader of a service desk, what should you focus on?

11. The elimination of impediments is obtained when the leader:

12. What is a conflict resolution technique that a Service Desk Leader should apply?

13. What are good practices of Management in a Service Desk?

14. What is important when holding meetings?