QUESTION: 21

External outsourcing by a third party is the preferred method of support in which situation?

Your support organization supports a number of proprietary applications and has significant security restrictions.
Your support organization is going through a rollout of new desktops and you anticipate that you may need to increase your staff from 20 to 25 for a three-month period.
Your support organization would like to transfer support responsibility to an outside organization. Management requires that all support be performed on the premises.
Your support organization supports a large number of remote desktops using standard office software that requires 24-hour service information Technology priorities do not allow management time to focus on support issues.

Answer(s): D

If individual performance problems continue for an extended time, the Help Desk manager may need to resort to positive discipline. Positive discipline places responsibility for appropriate performance on the ____

manager
employee
employee's colleagues
Human Resources Director

Answer(s): B

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QUESTION: 23

What are three common problems when supporting global customers? (Choose three)

Problems are not communicated clearly.
Global network downtime occurs frequently.
Service expectations vary from country to country.
Different technologies are found in different countries.

Answer(s): A,C,D

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QUESTION: 24

How can you motivate others to seek guidance?

emphasize changing behaviors rather than people
provide incentives that are challenging yet attainable
use personal visits as an opportunity for employee feedback, support, and mentoring
Evaluate performance of team members and provide support to facilitate optimum performance

Answer(s): C

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QUESTION: 24