Question 1

Service desks often combine or integrate tools and technologies to more easily and quickly transfer data between systems and to automate routine tasks.

Accepted Answer

Service desks integrate tools and technologies to streamline data transfer between systems and automate repetitive tasks, enhancing efficiency and response times.

Question 2

The use of technology enables a service desk to handle more incidents and service requests, resolve them more efficiently, and offer more ways for customers to request services.

Accepted Answer

Technology, such as automated ticketing systems, AI, and self-service portals, enhances the efficiency of service desks by streamlining processes, enabling faster resolution of incidents and service requests, and providing multiple channels for customers to seek support.

Question 3

Many companies specify target response times for all contact channels in their SLAs or when communicating services to customers, so that customers will know how long it will take the service desk to resolve the incident or service request.

Accepted Answer

False

Question 4

With the increasing popularity of e-mail and the web to deliver support services, the Help Desk Institute predicts that eventually, the telephone will no longer play a role in customer service.

Accepted Answer

While the popularity of email and web-based support services has increased, the telephone continues to play a significant role in customer service due to its immediacy and the preference of many customers for voice communication, especially for complex or urgent issues.

Question 5

Faxed incidents and service requests are typically logged the same way as telephone calls.

Accepted Answer

Both faxed incidents and service requests, like telephone calls, are logged into the same incident management or service request management system, following the organization's standard procedure for capturing, categorizing, and prioritizing incoming requests or incidents.

Question 6

When using an automatic call distributor (ACD), analysts should make sure they correctly use wrap-up mode, which prevents the ACD from routing a new inbound call to an analyst's extension.

Accepted Answer

Wrap-up mode is used by analysts to complete after-call work without being interrupted by a new inbound call, ensuring they have adequate time to finish tasks related to the previous call before taking on a new one.

Question 7

Companies that use skills-based routing require analysts to create and maintain a skills inventory that correlates the products, systems, and services supported by the service desk to each analyst's level of skill.

Accepted Answer

Skills-based routing in a service desk environment involves directing customer inquiries to the most appropriate analyst based on their specific skills and knowledge. To effectively implement this, companies need to maintain an up-to-date inventory of each analyst's skills as they relate to the products, systems, and services supported, ensuring inquiries are matched with the right expertise.

Question 8

On a service desk with hours from 9am to 5pm, a voice response unit (VRU) could be used to give customers access to a reduced set of services during non-business hours.

Accepted Answer

A Voice Response Unit (VRU) can be programmed to provide automated services or information to callers outside of normal business hours, allowing customers to access certain services even when the service desk is closed.

Question 9

Simultaneous screen transfer is a function that transfers a customer's call, as well as the information collected by the service desk analyst, to another support analyst.

Accepted Answer

Simultaneous screen transfer allows for the seamless transfer of both the customer's call and the relevant information collected by the initial service desk analyst to another support analyst, ensuring continuity and efficiency in the support process.

Question 10

If services such as ANI, DNIS, and IID are implemented properly, customers are unaware of their use.

Accepted Answer

These services are designed to operate seamlessly in the background to enhance call routing and identification, making the process transparent to the customer.

Question 11

With the increased availability of more complex service desk technology, service desks have decreased their reliance on e-mail to communicate internally. According to the Help Desk Institute, less than 40% of services desks use e-mail to communicate internally.

Accepted Answer

Despite the availability of more complex service desk technology, e-mail remains a prevalent tool for internal communication within service desks. The statement that less than 40% of service desks use e-mail for internal communication does not accurately reflect the widespread use of e-mail in these settings.

Question 12

When using e-mail, service desks often use forms, which are predefined items that can be used to quickly create standard e-mail messages.

Accepted Answer

The answer of When using e-mail, service desks often use...

Question 13

Creating a standard opening or closing to an e-mail is an example of using a template.

Accepted Answer

Using a template for standard openings or closings in an email helps ensure consistency and efficiency in communication, which is a primary purpose of templates.

Question 14

For service desks that use e-mail as their primary communication channel with customers, e-mail management systems enable them to efficiently manage high-volume chat, e-mail, and Web form messages.

Accepted Answer

E-mail management systems are designed to help service desks efficiently manage high-volume chat, e-mail, and Web form messages.

Question 15

One of the reasons that the Web is having a large impact on the support industry is that it gives the service desk an alternative and less expensive way to support customers.

Accepted Answer

The Web allows for the provision of support through methods such as FAQs, forums, and live chats, which can be more cost-effective compared to traditional phone-based support, thereby offering an alternative and less expensive way to support customers.

Question 16

By logging all incidents and service requests, the service desk prevents the most common customer complaint, which is that incidents are lost or forgotten.

Accepted Answer

Logging all incidents and service requests ensures that each issue is tracked and managed systematically, preventing incidents from being lost or forgotten, which addresses a common customer complaint.

Question 17

If an organization wants an ITIL-compatible tool to manage their incident, problem, request, and change management processes, integrate with network and systems management tools, asset management tools, and sophisticated knowledge management systems, a commercially developed incident management system is a good choice.

Accepted Answer

The answer of If an organization wants an ITIL-compatible tool...

Question 18

Companies tend to change their incident management systems periodically because they outgrow them or because new technology becomes available.

Accepted Answer

Companies often update their incident management systems to accommodate growth, adapt to new technological advancements, or improve their response to incidents, ensuring they remain efficient and effective in managing various situations.

Question 19

In the context of the DIKW hierarchy, knowledge is uniquely a human characteristic.

Accepted Answer

The DIKW hierarchy (Data, Information, Knowledge, Wisdom) does not specify that knowledge is uniquely a human characteristic; it describes the transformation of data into information, knowledge, and wisdom, which can occur in both human and artificial systems.

Question 20

Today's organizations typically use rule-based systems to maintain knowledge, as they are easy to build and maintain.

Accepted Answer

Rule-based systems can be complex to build and maintain, especially as the volume of rules increases. Many organizations now prefer machine learning and AI systems for knowledge management due to their ability to learn and adapt over time.

Quiz 5: The Technology Component: Service Desk Tools and Technologies