최신Peoplecert Service Desk Analyst v9 - SDA무료샘플문제

A. Request fulfilment through a self-service portal using predefined catalog items, approval chains, and standard operating procedures

B. Problem management reviews using historical incident reports, trend analysis conducted by service owners, and scheduled continual improvement meetings

C. Chatbots that communicate with users in natural language, automated incident classification based on past resolution data, and predictive analysis to anticipate service disruptions

D. Incident management workflows that follow predefined escalation paths, priority matrices based on impact and urgency, and analyst-driven root cause logging

A. 2, 1, 3, 4, 5, 6, 7

B. 1, 3, 2, 5, 7, 6, 4

C. 2, 4, 1, 3, 5, 7, 6

D. 1, 2, 3, 4, 5, 6, 7

A. Processes and procedures

B. Diversity and inclusion

C. Metrics and reporting

D. Standards and best practice

A. Customer reliance on the Service Desk

B. Personalised knowledge base

C. Integration with other departments

D. Automation of all tasks

A. Clear and stream-lined

B. Continuous and dependable

C. Seamless and consistent

D. Smooth and reliable

A. By focusing only on post-incident reporting

B. By defining clear response and resolution targets that guide incident handling priorities

C. By resolving incidents automatically

D. By removing the need for escalation

A. 1, 3 and 4

B. 2, 3 and 4

C. All of the above

D. 1, 2 and 3