IT195 Customer Service Skills for the Service Desk Professional - Chapter 7 - NO TRUE/FALSE

Which is true?

Root cause analysis is an important step in the incident management process. Until the root cause of incidents is identified and eliminated, it is likely that the customer will continue to experience incidents.

Which is true about service desks?

Service desks that use trend and root cause analysis proactively are able to justify and acquire the resources they need, when they need them.

Which is true about some business skills?

Some business skills can be acquired by observing and inquiring about the activities that occur where you work.

Labor and benefits usually represent how much of a service desk's overall costs?

60 % to 80%

____are the rules and standards that govern the conduct of a person or group of people.

Ethics

When designing a presentation, which is correct?

For some audiences, visual aids may be the only content you need to present. Preparing a timeline ensures that the presentation you design can be completed within the allotted time frame.

Which is true about a presentation's objective?

Objectives enable you to set and manage your audience's expectations.

Which is true about projects?

One of the project manager's most important responsibilities is developing and maintaining the project plan.

When rehearsing your presentation, what is important to remember?

When rehearsing, note where you should be at the halfway point of your allotted time. That way, if you are ahead, you can add another example or two, or if you are behind, you can pick up the pace.

Which is a report that describes the business reasons that a change is being considered?

a business case

When an improvement project begins, you should capture a ____, or starting point, that can be used to demonstrate the success of your improvement efforts.

baseline

Comparing the service desk's performance metrics and practices to those of another service desk in an effort to identify improvement opportunities is called ____.

benchmarking

As technical professionals advance to team leader or supervisory positions, they should be able to use techniques such as ____, to compare two or more potential solutions to determine an optimum solution.

cost benefit analysis

Which is an intangible characteristic?

customer satisfaction employee satisfaction

Which would be considered service industry knowledge?

customer service skills

Skills that are unique to the profession that the service desk supports, such as accounting or banking skills, are called ____.

industry knowledge

Which may be considered a project?

installing a new computer creating a set of new FAQs moving an office

Justifying improvement initiatives typically involves stating the expected benefits in the form of goals or objectives and expressing those goals as what?

metrics

Which would be best to show how parts relate to the whole?

pie chart

Who has ultimate authority over a project?

project sponsor

Which process is performed to determine why incidents are occurring so steps can be taken to prevent similar incidents from occurring in the future?

root cause analysis

If a prospective service desk candidate doesn't have service experience, which prior job experience would most likely be considered relevant?

teaching

Data collected by service desk analysts is used to ____.

track outstanding incidents and service requests measure analysts' performance measure customer satisfaction with the company

According to HDI, which has the highest cost per contact?

walkup

For large projects, you should create a _____, which is a task-oriented breakdown of the work to be done.

work breakdown structure