Deck 1: Introduction to Service Desk Concepts

Question 1

There is not currently much of a career opportunity in the field of customer service and technical support.

Answer 1

False

Question 2

Above all, service desk employees must understand that the service desk is first and foremost a customer service organization that contributes to a company's bottom line by delivering services that meet the needs of its users.

Answer 2

True

Question 3

Technical support refers to the service desk's ability to resolve incidents at the service desk without escalation to another level of support.

Answer 3

False

Question 4

As technical support evolved, companies learned that they had to support not only technology, but also the users of that technology.

Question 5

Since developers are usually the best technical resources, they should be on the front line and interact directly with the customers.

Question 6

The quality movement, a business trend that began in the late 1970s, introduced the concept that a customer can be either internal or external to the company.

Question 7

IT service management (ITSM) is a discipline for managing IT services that focuses on the quality of those services and the relationship that the IT service provider has with its customers.

Question 8

Anywhere computing involves delivering hosted services over the Internet.

Question 9

Web 2.0 is a concept that emphasizes enabling web users to interact, collaborate, and generate content, rather than passively view content created by others.

Question 10

Recent Gartner Group studies indicate that the number of companies supporting corporate applications on personal devices is declining because of security and liability issues.

Question 11

The technical support services that a company delivers vary according to company size, company goals, and customer expectations.

Question 12

Delivering walk-up support services is considered a best practice, and large companies typically offer this type of support.

Question 13

As the computer industry has evolved, the concept of technical support has moved from a narrow focus on fixing technical problems to a much more comprehensive focus on supporting customers and helping them use technology to achieve business goals.

Question 14

One of the uses of remote control and diagnostic systems by the service desk is to provide informal training to customers.

Question 15

A service desk that anticipates and prevents problems is known as a preventive service desk.

Question 16

In the early 1990s, help desks began to assess their efficiency and effectiveness by creating metrics and measuring customer satisfaction levels. This demonstrated their contribution to an organization's bottom line.

Question 17

Today's environment, where people have access to their information and computing systems from public shared access points, is called anywhere computing.

Question 18

In order to streamline support, today's service desks typically provide one channel for customers to request service.

Question 19

During the 2010s, changes to the service desk include analysts needing to become skilled at working with vendors to isolate and determine the root cause of incidents and problems and remotely handling many of the traditional field services group's responsibilities.

Question 20

Most companies now have fully proactive service desks.

Question 21

Having level one people handle as many contacts as possible ensures economical use of level two and level three resources.

Question 22

Ethics provide guidance about what is considered right and wrong behavior.

Question 23

Processes describe how to perform tasks in a procedure.

Question 24

The purpose of access management is to grant authorized users the right to use a service and to prevent access to nonauthorized users.

Question 25

Once good processes are established, you do not need to change them.

Question 26

Information management systems are the technology used to capture and distribute known solutions to incidents and answers to FAQs.

Question 27

Good customer service means giving customers everything they ask for, whenever they ask for it.

Question 28

Customer satisfaction reflects the difference between how a customer perceives he or she was treated and how a customer expects to be treated.

Question 29

Of the service desks surveyed by HDI, ____ percent report that the monthly number of tickets they receive is increasing.

A)66
B)51
C)30
D)84

Question 30

To be successful on a service desk, you need excellent ____ skills.

A)requirements analysis and programming
B)communication and problem solving
C)data mining and report generation
D)project management and business case writing

Question 31

____ is the total amount that a company or person spends on information technology over its lifetime.

A)Return on investment
B)Total cost of ownership
C)Budget of ownership
D)Value on investment

Question 32

Which is true of early technical support efforts?

A)Supporting technology was a primary focus of most companies.
B)Developers developed software while analysts handled support issues.
C)Users often had no idea of whom to call for support questions.
D)Recurring problems were quickly identified and resolved.

Question 33

Off-the-shelf products are ____.

A)software products developed in-house for your company's use
B)software products that are developed and distributed commercially
C)custom software products developed for high-paying customers
D)reusable software utilities that are easily supportable

Question 34

In the 1970s, as companies focused on providing technical support, they realized the need to distinguish between ____.

A)construction of new systems and effective use of those systems
B)resolving incidents and identifying and resolving problems
C)project planning and detailed requirements analysis
D)installing technology and supporting it in a timely manner

Question 35

In the 1970s, vendors tried to encourage customers to "screen" problem calls before calling the vendor in order to ____.

A)ensure VIPs received immediate service at a low cost
B)ensure all required information was documented
C)ensure customers who didn't have service contracts didn't get service
D)determine the exact nature of the problem

Question 36

The term "help desk" was coined by ____.

A)IBM
B)Microsoft
C)Novell
D)HP

Question 37

ITIL is described as ____.

A)a set of best practices for IT service management
B)a discipline for managing IT services that focuses on the quality of those services
C)the technology used to become best-in-class in an industry peer group
D)the standard for software development used in the UK

Question 38

When was the definition of technical support expanded to include customer support?

A)1970s
B)1980s
C)1990s
D)2000s

Question 39

Where was ITIL developed?

A)United States
B)Australia
C)Canada
D)United Kingdom

Question 40

In the 1990s, what led to an explosion of people using computers on a daily basis?

A)The rapid commercialization of the Internet
B)The explosion of PC tools and diagnostics
C)Companies focusing on providing excellent technical support
D)Global acceptance of mobile and wireless computing

Question 41

A(n) ____ is based on the use of information technology and supports business processes of the IT service provider's customers.

A)technology service
B)service
C)IT service
D)business service

Question 42

Which is the best example of a service request?

A)A user wants information about a an upcoming release
B)A user can't log into his/her computer after returning from lunch
C)A user reports that the network is running slowly
D)A user wants to make major changes to an application

Question 43

When did customers increasingly begin to look for self-help services such FAQs and online knowledge bases?

A)1980s
B)1990s
C)2000s
D)2010s

Question 44

During the 2000s, ____ was/were the most widely used support channel(s).

A)web forms
B)online chat services
C)fax
D)telephone and email

Question 45

A trend that is gaining wider acceptance in the 2010s is the ____ of IT, where consumer preferences drive the adoption of technology in the workplace.

A)customization
B)optimization
C)consumerization
D)virtualization

Question 46

A user not calling the service desk and instead asking his coworker for help is known as ____ support

A)informal
B)walk-up
C)bypass
D)peer-to-peer

Question 47

During the mid-1980s, help desks took on new activities such as ____.

A)developing new software for in house users
B)fixing software errors reported to the help desk
C)maintaining system and network status and availability information
D)defining security access requirements for software programs

Question 48

In the 1980s, why did outsourcing have a profound effect on the support industry?

A)It enabled companies to reduce the size of their workforce and to charge less for their services while still delivering the same quality of service.
B)It forced companies to recognize and determine the real costs associated with delivering the support services needed by their customers.
C)It forced employees to increase their level of expertise and knowledge to keep up with the level attained by outsourcers.
D)It enabled service desk to achieve world class and best-in-class status as customer satisfaction continually rose.

Question 49

Large software companies often use ____ as they hire people from countries in another part of the world.

A)offshore outsourcing
B)near-shore outsourcing
C)onshore outsourcing
D)virtual outsourcing

Question 50

Describing a software company is as excellent when compared to other software companies means they are ____.

A)world class
B)customer service oriented
C)top-in-peer group
D)best-in-class

Question 51

In the 1990s, which was true about world class help desks?

A)They resolved a large percentage of problems.
B)They let their customers dictate support strategies.
C)They tended to be reactive but were always available.
D)They escalated problems as quickly as possible.

Question 52

When did US companies begin adopting ITIL and the service desk concept, versus the traditional help desk concept?

A)1980s
B)1990s
C)2000s
D)2010s

Question 53

The service desk is typically considered ____ support.

A)level 0
B)level 1
C)level 2
D)level 3

Question 54

Skills such as customer service skills, listening skills, and verbal communication skills are all considered ____ skills.

A)business
B)customer service
C)soft
D)communication

Question 55

____ skills include basic computer and software literacy.

A)Business
B)Technical
C)Computer
D)Service desk

Question 56

____ skills include organizational ability, quick-learning ability, and the ability to reduce stress.

A)Organizational
B)Soft
C)Self-management
D)Time-management

Question 57

____ skills include the understanding of the importance of meeting a customer's needs.

A)Business
B)Soft
C)Analytical
D)Customer service

Question 58

The process of handling customer requests for new standard software or a laptop computer is called ____.

A)change management
B)request management
C)request fulfillment
D)incident management

Question 59

The process of negotiating and managing customer expectations is called ____.

A)service level management
B)requirements management
C)request fulfillment
D)incident management

Question 60

____ is the perceived worth, usefulness, or importance of a product or service to a customer.

A)Return on investment
B)Value
C)Value on investment
D)Customer satisfaction

Question 61

A(n) _______ is a single point of contact within a company for managing customer incidents and service requests.

Question 62

Today, the service industry makes the distinction that a customer buys products and services, while a(n) _______ consumes products or services.

Question 63

A(n) _______ is a proven way of completing a task to produce a near optimum result.

Question 64

ITIL defines a(n) _______ as a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks.

Question 65

ITIL defines a(n) _______ as an unplanned interruption to an IT service or a reduction in the quality of an IT service.

Question 66

ITIL defines a(n) _______ as the cause of one or more incidents.

Question 67

Desktop _______ separates a PC desktop environment from a physical machine using the client-server model of computing.

Question 68

The "D" in BYOD stands for _______.

Question 69

The term _______ describes a company that has achieved and sustains high levels of customer satisfaction.

Question 70

The most important and expensive component of the service desk is _______.