Leadership Fundamentals

¿What does SLA stands for?

• Skill Level Agreement

• Service Level Agreement

• Standard Level Agreement

• Super Level Agreement

KPI means "Key Performance Initiator"

• TRUE

• FALSE

¿What does OLA stands for?

• Optimus Level Agreement

• Optimal Level Agreement

• Operational Level Agreement

• Optative Level Agreement

¿What does the "R" in SMART stands for?

What's the difference between "Coaching" and "Feedback"?

• Coaching is focused on performance, while Feedback is focused on development

• Coaching is focused on development, while Feedback is focused on performance

• Coaching is reactive, while Feedback is proactive

• Coaching is proactive, while Feedback is reactive

On the next scenario, what kind of approach would you take?: José, a service desk agent, has been consistently missing his ticket notes for the past two weeks. He seems overwhelmed and frustrated, but hasn’t asked for help. Upon reviewing his work, you notice that he’s making avoidable errors when documenting troubleshooting properly.

• Coaching

• Feedback

What does ITIL stands for?

• Information Technology Infrastructure Library

• International Technology Infrastructure Language

• Integrated Technical Information Logistics

• Information Technology Implementation Level

The __________ Matrix is a task management tool that helps you organize and prioritize tasks by urgency and importance.

A service desk agent consistently finishes tasks on time, but often prioritizes less urgent tasks over more critical ones, leading to delays in resolving high-priority tickets. What is the best strategy to improve their performance?

• Provide feedback on time management, focusing on setting reminders for deadlines

• Coach them to understand the difference between urgency and priority, and how to prioritize tasks effectively

• Encourage them to work faster to handle more tickets in less time

• Suggest using the SMART methodology to track ticket resolution time

Which of the following options correctly follows the SMART methodology?

• Increase team productivity by assigning more tasks to each team member, ensuring they stay busy throughout the day

• Improve customer satisfaction by addressing all tickets as quickly as possible, aiming to make every customer happy

• Reduce the average ticket resolution time from 45 minutes to 35 minutes by implementing a new diagnostic tool within the next 3 months

• Enhance team collaboration by encouraging more communication during daily meetings to foster a better work environment