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NEW QUESTION: 1
Which of the following cable types typically transmits the video from an analog security camera back to the CCTV system?
A. RG-59
B. STP
C. CAT6
D. CAT5e
Answer: A

NEW QUESTION: 2
A recent study reveals that men prefer women who are compatible with them rather than women younger
than them. The study suggests that 87% unmarried men feel that they would prefer to marry a girl who is
compatible even if she is older than them. Which of the following most significantly weakens the claims of
the study?
A. Only college going boys were asked the question most of whom were not of marriageable age
B. The study was conducted in only a few metro cities
C. The conclusion was based on a set of indirect questions which have been wrongly interpreted and
stated
D. The study was conducted in cities only and the opinions of men in small towns and villages were not
taken
E. The study was conducted on a small group of men
Answer: C

NEW QUESTION: 3
Scenario
Brewster's is a toy factory that has been in business for 30 years.The company started with a small family run shop and has grownconsistently over the years. They are now supplying toy storesnationwide and are considered to be the primary supplier of children'scollectable novelty erasers.
improvement.
the last 5 years.
Overall a consistent satisfaction level. However, responses completed during the
Brewster's IT department is relatively small (currently 15 staff) butefficient. They have recently employed an IT Manager in an attemptto improve the management of the infrastructure, as well as moreeffective use of resources and identification of areas for The Brewster's management teams do not have a lot of ITknowledge. The newly appointed IT Manager is very ITIL focusedand wants to implement as many ITSM processes as is appropriatethere are currently no formal processes in place. On starting with thecompany the IT Manager completed an internal assessment of the ITinfrastructure - including staff skills analysis, and collated the resultsfrom customer satisfaction surveys completed over The main areas of concern are as follows: Responses from customer satisfaction survey: - past 12 months show an increase in customers who were unsatisfied with call
waiting times when contacting the service desk for help with online orders and requests for information.
--
-
Customers added the following additional comments:
"Never get to speak to the same person twice when dealing with an Incident
number, had to call several times to receive follow up on progress"
"Some of the Service Desk staff seem under qualified to deal with my questions
about new applications/incidents/service requests"
-
Results from Staff Skills Analysis:
Staff, in general, have a good knowledge of IT systems and a basic understanding of the business processes and objectives. However, staff are not well informed of upcoming releases of new or changed services and not given adequate information to relay to the customers.
--
Staff added the following additional comments:
"Communication between Service Operation departments has become inefficient -
there are meetings for the sake of meetings, but the important information we need
to know to do our day to day jobs is lacking"
- "I still don't know what half of the people do, that work in the IT department!"
Results from General IT Infrastructure assessment:
- Lack of event monitoring and planning
- Lack of input from Operational Support departments into Service Design
- Lack of skill and information sharing across the Operational Support teams with
regards to Incident, Problem, Workarounds and Known Error data.
- Little to no proactive activities being carried out.
Refer to Scenario
Through further investigation you identify that there is no formalmeans of collecting data to identify service improvement, other thancustomer surveys. These are very subjective and do not give abalanced picture regarding quality of service.
Through discussions with the Continual Service ImprovementManager, you decide to start collecting a range of metrics to helpidentify service improvements.
Which metrics would be relevant to Service Desk?
A. o % of calls answered by Service Desk Averagetime to escalate incident % of customer updates conducted within Service Deskhours Customerfeedback Averagecost of handling incident
B. % of calls resolved by Service Desk Average time to identify incident Average time to escalate incident % of user updates conducted within target times Customer feedback Average Service Desk cost of handling incident
C. % of calls resolved by Service Desk Averagetime to resolve incident Averagetime to escalate incident % of customer updates conducted within target times Customerfeedback AverageService Desk cost of handling incident
D. % of calls answered by Service Desk Averagetime to resolve problems Averagetime to escalate problem % of customer updates conducted within Service Desktimes Customerfeedback Averagecost of handling problem
Answer: C