CSM Service Operations & Management 2

Question 1

A service desk resolves 720 of 900 contacts without any transfer or callback. What is the first-contact resolution rate?

Accepted Answer

80%

Answer

720 ÷ 900 = 0.80, or 80%.

Question 2

Which document defines the support commitments between internal teams that underpin an external SLA?

Accepted Answer

Operational level agreement (OLA)

Answer

An OLA sets internal team commitments that support the delivery of an SLA.

Question 3

What is the primary goal of problem management?

Accepted Answer

Identify root causes and prevent recurrence of incidents

Answer

Problem management targets underlying causes to reduce repeat incidents.

Question 4

A service is scheduled for 720 hours in a month and suffers 7.2 hours of unplanned downtime. What is availability?

Accepted Answer

99%

Answer

(720 − 7.2) ÷ 720 = 99%.

Question 5

Which metric measures the average time to repair a failed service component?

Accepted Answer

MTTR

Answer

Mean Time To Repair is the average time taken to restore after a failure.

CSM - Certified Service Manager Practice Test