Help Desk Customer Service Quiz #6(homework)

The terminology used to describe the incident management process is standard from one organization to the next.

False

Trend forecasting is a methodical way of determining and, when possible, forecasting, service trends.

False

Which is a diagram that shows the sequence of tasks that occur in a process?

flowchart

The objective of ____ is to restore service as quickly as possible.

incident management

In which step in the incident management process is an incident categorized and assigned a priority?

logging

What is the system, network, or product that is most likely causing an incident called?

probable source

The objectives of ____ are to minimize the impact of incidents, eliminate recurring incidents, and prevent problems and their resulting incidents from occurring.

problem management

Solving incidents efficiently and effectively simply means searching a knowledge base for known solutions and applying the correct one.

False

If a customer reports an incident that is not really an incident, such as requesting a change in how a product functions, what should a service desk analyst do?

Each company must decide how to handle this situation.

A simulation system is a technology that enables an analyst to view and take control of a connected device in order to perform tasks such as troubleshooting incidents, transferring files, and providing training.

False

Which is true?

Persistence is an excellent quality for service desk analysts as it allows them to find permanent solutions and eliminate incidents. By analyzing trends and eliminating root causes of problems, analysts can help reduce the number of incidents. Problem solving is an innate skill but it is a skill that can be improved with practice. Ans - All of the above.

A target escalation time is a time constraint placed on each level that ensures incident resolution activities are proceeding at an appropriate pace.

True

Determining the probable source of an incident can be extremely difficult, particularly when dealing with complex technology, such as that found in a client/server computing environment.

True

ITIL defines a known error as a problem that has a documented root cause and a workaround.

True

Many companies establish standards that determine what technologies customer use, which influence what technologies the service desk supports along with what resources the service desk can use to simulate incidents.

True

Two reasons that it is necessary to periodically review the incident management system data are to ensure that the service desk analysts are documenting the incidents correctly and that level two service providers are documenting resolutions correctly.

True

When trying to provide good customer service, it is important to remember that even bad news is better than no news at all.

True

Which is true?

Typically, only highly skilled statisticians perform trend and root cause analysis. Ultimately, customers prefer that incidents be prevented. Without accurate data captured by service desk analysts, problem management is not possible. Ans - Both B and C.

Which symbol represents the end or stopping point of a process in a flowchart?

an oval

Which would most likely be used to link customer records to incident records?

employee number