WorksheetsLeadership Fundamentals
Total questions: 10
Worksheet time: 8mins
¿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?
(a)
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 (a) 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
