ITE 182 Chapter 1: Achieving High Customer Satisfaction

A process engineer develops and oversees the knowledge management process.

False

A call center is a place where telephone calls are made or received in high volume.

True

Data that are organized in a meaningful way is known as information.

True

Due to increasingly better technology, the need for technical support has decreased.

False

Which is correct?

Service desk analysts should learn to strike all negative phrases from their vocabulary.

What is a service desk?

A single point of contact within a company for managing customer incidents and service requests.

Why are metrics important to a service desk? They ensure that the service desk understands the customers' expectations. They measure the services desk's responsiveness and its ability to demonstrate a caring attitude and skill. They provide service desk analysts the information needed to determine what else they can do to satisfy their customers. All of the above.

All of the above.

Which is true? Follow the sun support means that when an analyst owns an incident, he follows that incident to its resolution, even if this requires that he work overtime. Typically, service desks providing follow the sun support use their own tools and have their own processes and their own data to better serve customers. Companies that need to provide global support but lack a large support staff may opt to have a single global service desk. Companies who have one centralized, global service desk find it tends to be less costly than providing follow the sun support.

Companies who have one centralized, global service desk find it tends to be less costly than providing follow the sun support.

Where would you find IT asset information and be able to link it to related incidents, problems, and changes?

Configuration management system

A common best practice for service desks is to discourage complaints as complaints are typically biased customer opinions and are not useful in helping service desks improve.

False

A current trend within a trend is for major incidents to be handled by the major incident investigation team, a defined team of experts who are on call 24x7.

False

A designated expert is a person who has a high level of experience or knowledge in a particular area.

False

A good practice is a proven way of completing a task to produce a near optimum result and is proven over time through experience and research to work for a large number and variety of people and organizations.

False

Expectations reflect the difference between how a customer perceives he or she was treated and how the customer expects to be treated.

False

It is standard practice on most service desks not to log easy-to-solve or common incidents and service requests, as this wastes valuable resources.

False

Technical skills are the most important of the principal service desk skills needed for an analyst to be successful.

False

Which is a primary characteristic of a world class company?

It achieves and sustains high levels of customer satisfaction.

What is the importance of a customer service value chain?

It demonstrates that all of the departments within a company are interdependent and must work together to deliver services to external customers.

What is the number one reason that customers choose to do business with another company?

They felt an attitude of indifference.

A known error is a problem that has a documented root cause and a workaround.

True

Customer satisfaction surveys are a series of questions that ask customers to provide their perception of the support services being offered.

True

Front-line service provider positions include dispatcher, level one analyst, and level one specialist.

True

One of the challenges facing today's service desks is integrating the various tools, such as automatic call distributors, e-mail response sytems, and Web-based systems, needed to capture data.

True

Skill refers to the service desk's ability to quickly and correctly resolve customer incidents and service requests.

True

Supporting mobile workers is particularly challenging for services desks. As a result, service desks are helping to define standards in terms of what mobile devices and applications best serve the needs of users and ensure the security of corporate data assets.

True

The goal of a multi-level support model is to have the service desk resolve as many incidents as possible at level one.

True

The service desk is experiencing an increased workload due to several trends, such as the expanded role of the service desk as organizations adopt ITIL best practices, more customers, greater awareness by customers of the service desk and its services, and the increasing complexity of technology.

True

When hiring people for front-line positions, companies look for people with positive, can do attitudes who genuinely enjoy helping other people and solving problems.

True

With multichannel support customers tend to contact the service desk with more complex incidents, so analysts must have good problem-solving skills.

True

Which are used by many Web sites to identify users and track their preferences?

cookies

Historically, service desks have been ____ centers, in which the budget items required to run the service desk are considered an expense to the company.

cost

Which type of support includes services that help a customer understand and benefit from a product's capabilities by answering questions, solving problems, and providing training?

customer support

Results that customers consider reasonable or due to them are called _____.

expectations

A(n) ____ service desk responds to questions, distributes information, and handles incidents and service requests for its company's employees.

internal

What is the most expensive component of a service desk?

people

Incident management, problem management, request fulfillment, and access management are examples of ____.

processes

Which types of skills include managing stress and time and continuously learning new skills?

self-management skills

ITIL considers the ____ responsible for handling service requests and communications with customers.

service desk

"Be willing" to a customer may mean _____.

taking ownership of all incidents to closure

The term referring to the wide range of services that enable people and companies to continuously use the computing technology they acquired or developed is known as ____.

technical support

Which term refers to the perceived worth, usefulness, or importance of a product or service to the customer?

value

In ITIL, which of the following is an example of a service request?

a standard change

A caring attitude refers to the service desk's ability to be available when customers need help and make it easy for customers to obtain help.

False

The term Web center is now being used to refer to a call center that uses e-mail and the Web, in addition to the phone, to communicate with customers.

False

Today, the service desk is primarily considered a stepping stone to other professions.

False

Which is true about best practice frameworks and standards?

Most process-related initiatives are handled as formal projects to ensure that all stakeholders are engaged and that desired outcomes are achieved.

Outsourcing is when companies have services provided by an outside supplier, instead of providing them in-house.

True

In ITIL, which of the following is an example of an incident?

an error message

Which of the following is true? Operational Level Agreements underpin Service Level Agreements by ensuring that all parties involved in meeting SLA targets understand their respective responsibilities. Service Level Agreements are created by the service desk, given to the customer, and spell out the services the service desk will provide the customer. They do not list any customer responsibilities. In order for Service Level Agreements to be effective, they should be no longer than 2 pages. Contracts and Operational Level Agreements, which are more complex, may be longer, if necessary. All of the above.

Operational Level Agreements underpin Service Level Agreements by ensuring that all parties involved in meeting SLA targets understand their respective responsibilities.

Which is true? Most IT service desks strive to resolve 50 percent of reported incidents at the first point of contact. Taking ownership of an incident means tracking the incident to ensure that the customer is kept informed of its status, the incident is resolved and that the customer is satisfied with the resolution. To be successful, IT service desks should have three levels of support. If an IT service desk analyst takes ownership of an incident, he is committing to resolving the incident within the expected timeframe.

Taking ownership of an incident means tracking the incident to ensure that the customer is kept informed of its status, the incident is resolved and that the customer is satisfied with the resolution.