QUESTION: 29

Your manager has emphasised the importance of establishing effective working relationships with other teams in the organisation. Of these options, which is the most important activity you should undertake to enable this to happen?

Learn about andrecognise the roles and responsibilities of other teams
Ensure that your team is seen by users as their champion
Treat everyone according to their importance in theorganisation
Make certain that the IT director is aware of inter-team communication issues

Answer(s): A

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QUESTION: 30

The relationship between the Service Desk and Technical Support is poor; what action would you recommend to improve the situation?

Encourage the sharing of information between the two teams
Escalate it immediately to management
Live with itit happens in every organisation
Suggest the technical support team have some soft-skills training

Answer(s): A

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QUESTION: 31

What might your Service Desk do to build a good a relationship with its users?

Produce detailed SLA reports
Regularly hit 99.6% system availability
Deliver consistent service levels
Maintain a formal distance from users

Answer(s): C

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QUESTION: 32

Your organisation is a global one and you support users in different parts of the world.
Which statement best describes how you should interact with these users?

You should reinforce your values and approaches when dealing with other cultures
You should understand the perspective of others andrecognise your reactions to differentcultures
You should provide regular examples that demonstrate how different your cultures are
You should reassign any calls you receive from other regions to other team members

Answer(s): B

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QUESTION: 29

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QUESTION: 31

QUESTION: 32