Chapter 1 Introduction to Service Desk Concepts

Which is the best example of a service request?

A user wants information about a an upcoming release

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

Business

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

False

Anywhere computing- involves delivering hosted services over the Internet. True or False

False

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

False

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

False

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

False

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

False

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

False

The term "help desk" was coined by ____.

IBM

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

IT service

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

It forced companies to recognize and determine the real costs associated with delivering the support services needed by their customers.

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

Self-management

____ skills include basic computer and software literacy.

Technical

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

The rapid commercialization of the Internet

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

They resolved a large percentage of problems.

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

Total cost of ownership

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. True or False

True

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

True

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. True or False

True

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

True

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. True or False

True

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

True

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

True

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. True or False

True

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. True or False

True

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

True

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. True or False

True

Where was ITIL developed?

United Kingdom

Which is true of early technical support efforts?

Users often had no idea of whom to call for support questions.

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

Value

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

best-in-class

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

communication and problem solving

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

construction of new systems and effective use of those systems

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

consumerization

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

determine the exact nature of the problem

The service desk is typically considered ____ support.

level 1

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

maintaining system, and network status, and availability information

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

offshore outsourcing

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

peer-to-peer

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

request fulfillment

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

service level management

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

soft (soft skills)

Off-the-shelf products are ____.

software products that are developed and distributed commercially

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

telephone and email

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

1980s

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

1990s

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

2000s

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

66

ITIL is described as ____.

a set of best practices for IT service management