Help Desk Chapter 7 8 9

A

For stress to be a positive part of life, it must be ____. a. managed c. worked around b. eliminated d. ignored

A

If a prospective service desk candidate doesn't have service experience, which prior job experience would most likely be considered relevant? a. teaching c. financial analysis b. accounting d. general contracting

C

Justifying improvement initiatives typically involves stating the expected benefits in the form of goals or objectives and expressing those goals as what? a. benchmarks c. metrics b. baselines d. tangibles

C

Labor and benefits usually represent how much of a service desk's overall costs? a. 20 % to 30% c. 60 % to 80% b. 40 % to 60% d. 70 % to 90%

A

Which would be considered service industry knowledge? a. customer service skills c. engineering skills b. financial skills d. software development skills

A

Working for a nonprofit company that lacks financial resources or working for a start-up company that lacks the infrastructure and discipline found in mature companies can be considered what kind of stressors? a. institutional stressors c. personal stressors b. situational stressors d. company stressors

F

True or False Typically, service trends are negative

C

According to Charles Darwin, which people survive? a. the strongest c. the most responsive to change b. the most intelligent d. All of the above.

D

According to HDI, which has the highest cost per contact? a. phone call c. chat b. e-mail d. walkup

A

According to the Tuckman Teamwork Model, during which stage are the team members on their "best behavior" and trying to avoid conflict? a. forming c. norming b. storming d. performing

D

According to the Tuckman Teamwork Model, during which stage is the team achieving its goals and are the team members participating fully in team activities? a. forming c. norming b. storming d. performing

A

Comparing the service desk's performance metrics and practices to those of another service desk in an effort to identify improvement opportunities is called ____. a. benchmarking c. cost-benefit analysis b. baselining d. trend analysis

B

Difficult customer situations, constantly being exposed to and needing to learn new technologies, and lack of career opportunities are considered what kind of stressors? a. institutional stressors c. personal stressors b. situational stressors d. company stressors

A

During the performing stage of a team, who will encourage the team to stay focused on its goals, and, when needed, revisit its goals in an effort to continuously improve? a. a collaborator c. a challenger b. a communicator d. a contributor

A

One of the tips for mastering change is to recognize ____ as the labor of the Information Age. a. learning c. adapting b. responding d. technology

D

Skills that are unique to the profession that the service desk supports, such as accounting or banking skills, are called ____. a. field expertise c. subject matter knowledge b. service knowledge d. industry knowledge

T

True or False A great way to reduce stress associated with a large task is to switch to a smaller, less stressful task, before returning back to the larger one.

T

True or False Acceptance criteria are the conditions that must be met before the project deliverables are accepted

T

True or False As technical professionals are often involved in projects such as hardware or software releases, an understanding of project management concepts makes them effective team members.

F

True or False Asking for help from teammates is a sign of incompetence and should be avoided.

F

True or False If a group of team players is assembled, the team will be successful.

F

True or False When making a presentation, the "one size fits all" approach applies. Your presentation should be designed so that it applies to all types of audiences; technical and non-technical, management and non-management

A

Upon perceiving a stressful event, our mind triggers an alarm that mobilizes our body for action. These physiological changes are known as ____. a. fight-or-flight reaction c. eustress b. distress d. reflexes

A

What are measurable objectives for analysts that support the service desk's mission called? a. individual performance goals c. service desk analyst performance objectives b. service level objectives d. analyst level agreements

C

What early psychologist and researcher were responsible for the theories which set the groundwork for the later Myers-Briggs Typology Test? a. Sigmund Freud and Denis Waitley b. Joe Bob Briggs and Oskar Myers c. Carl Jung and Sabine Spielrein d. Dr. Spencer Johnson and Franz Kafka

C

What is a person called who contributes to a group's success by cooperating freely and communicating openly with the others in the group? a. analyst c. team player b. supervisor d. facilitator

A

What is the percentage of closed incidents that had to be opened back up within a given time period? a. reopen % c. closed % b. resolution % d. wrap up %

B

What should you remember when faced with conflict? a. If you discuss the past and determine what/who caused the problem, it may help resolve the issue. b. It is better to keep to the issues of the discussion. c. It is ok to keep repeating the same thing over and over, as the other person will eventually understand. d. You should not change your mind, or you will not seem confident.

D

When working for a bad boss, use the opportunity to ____. a. Focus on the goals of your company. b. Make yourself as marketable as possible. c. Commit yourself to your personal goals and relaxation. d. All of the above

D

Which group of people are apt to question authority, will stay with an employer only when they are being offered a variety of experiences, and seek a balance between their work and personal lives? a. Seniors c. Generation X b. Baby boomers d. Generation Y

C

Which is a key factor that affects how people respond to stress? a. How much control a person has over a stressor. b. Whether or not a person chooses to be exposed to a stressor. c. Both A and B. d. Neither A nor B.

D

Which is a reason that technical support lends itself to a team setting? a. The sheer number of available products. b. The need for business knowledge. c. The need to use resources efficiently and effectively. d. All of the above

D

Which is a report that describes the business reasons that a change is being considered? a. an ROI report c. a project b. a cost-benefits analysis report d. a business case

C

Which is true about a presentation's objective? a. Objectives are typically 5-10 sentences long. b. Presentations are preferred over memos to meet your objective. c. Objectives enable you to set and manage your audience's expectations. d. Both B and C.

D

Which is true about conflict? a. Conflict can arise as a result of the stress that is inherent in a service desk setting. b. The best way to handle conflict is to focus on the varying personalities of your teammates. c. Conflict is a normal part of human interaction and when approached positively, can produce creative and innovate results. d. Both A and C

D

Which is true about projects? a. All projects require a team. b. The project overview is a summary document that describes the project, its objectives, and how the objectives are to be achieved. c. The project stakeholder is responsible for ensuring that the project is aligned with the organization's business goals. d. One of the project manager's most important responsibilities is developing and maintaining the project plan.

A

Which is true when coping with deadlines? a. Do not put off tasks until the last minute. b. Always schedule your most important work first thing in the morning. c. Handle your work on a "first come, first served" basis. d. All of the above.

B

Which is true? a. CIOs and hiring managers do not expect technical professionals to possess business skills. b. Some business skills can be acquired by observing and inquiring about the activities that occur where you work. c. CIOs and hiring managers do not expect technical professionals to think like businesspeople. d. All of the above.

A

Which is true? a. Service desks that use trend and root cause analysis proactively are able to justify and acquire the resources they need, when they need them. b. Trend analysis is more difficult than root cause analysis, so not all companies evaluate trends. c. Service desks that use trend and root cause analysis only reactively are typically very successful at handling incidents efficiently and effectively. d. Given the rapid pace at which technology is changing, it is reasonable to expect that someday, trend and root cause analysis will prevent all incidents.

C

According to the Tuckman Teamwork Model, which stage has the team members starting to take ownership for the team's performance and beginning to have confidence in the team's abilities? a. forming c. norming b. storming d. acting

T

True or False Average call duration is the average length of time required to handle calls, and it is often used as an individual performance metric

T

True or False Exercise provides a great way of releasing a great deal of the muscle tension that can accumulate from stress, so try to fit in exercise sometime during the day.

F

True or False IT and business unification is a process aimed at ensuring that information technologies support corporate goals and objectives.

F

True or False In an effort to answer more calls, analysts should write customer and incident data on a piece of paper during the contact and then log the information in the incident management system later in the day, when it's less busy.

F

True or False One of the best ways to design a presentation is to begin with a flowchart.

T

True or False The two best ways to cope with deadlines are to clearly define the work to be done and then be realistic about what you can accomplish each day, week, and year

F

True or False Trend and root cause analysis are most effective when done separately.

T

True or False Trend reports make it possible to determine the most common problems and also make it possible for analysts to identify anomalies, or deviations or departures from the average or the norm.

A

Which is true about a team's development? a. The best teams accept and embrace change by taking a step back to the forming stage to clarify the team's purpose and members' roles and responsibilities. b. The best teams effectively weather change by taking a step back to the norming stage and have team members begin to take ownership for the team's performance. c. When change occurs, it is best to evaluate each and every member on the team, decide who should remain and who should leave, and quickly find new members to replace those who have left. d. All teams eventually reach the performing stage and begin to see some of their goals being accomplished.

A

Which is true about project management skills? a. They provide you with the ability to identify and attend to details, while at the same time staying focused on the big picture. b. Only people who work on large projects or develop new systems need project management skills. c. Good project management skills can be developed very quickly and are highly transferable. d. They are not transferable, as each company has their own way of managing projects.