cr1260 final

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

flowchart

According to the Tuckman Teamwork Model, during the acting stage, team members feel a sense of pride and satisfaction, and the team has become a close-knit community.

false

Which is true about teams?

Each of the team player styles discussed in this chapter serves a purpose and stands out in different times during the stages of a team's growth

During incident resolution, when is customer notification appropriate?

1) If the target resolution time will not be met. 2) If the customer was dissatisfied with earlier solutions. 3) If the incident has a high priority and justifies frequent status updates.

Why are clearly defined and documented processes and procedures critical to handling incidents and problems?

1) They ensure critical data are gathered. 2) They ensure important problem-solving steps are not forgotten. 3) They ensure incidents and problems are handled in a consistent manner.

After diagnosing an incident and identifying the correct probable source, ____ might be included in developing a course of action.

1) consulting online resources 2) escalating the incident to a level two service provider 3) delivering a solution

Which is true about conflict?

Conflict can arise as a result of the stress that is inherent in a service desk setting. Conflict is a normal part of human interaction and when approached positively, can produce creative and innovate results.

When you cannot control a situation, you can ____.

Change the situation and control the way you respond to it.

Which is the first step in the incident management process?

identification

Which is true about a Basic Problem-Solving Checklist?

It should be developed with the assistance of level two analysts.

What is something you should do when you are new to a team?

Learn the lingo or vocabulary of the new team.

Which is true when developing working relationships with teammates?

Listen actively to your teammates, as you would to your customers.

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?

institutional stressor

For stress to be a positive part of life, it must be ____.

managed

Difficult customer situations, constantly being exposed to and needing to learn new technologies, and lack of career opportunities are considered what kind of stressors?

situational stressor

Too little _________ can lead to boredom and too much can lead to anxiety and panic

stress

Which is included in both a detailed and a short incident description?

the actual results a customer is experiencing

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

true

By analyzing trends and eliminating root causes of problems, analysts can help reduce the number of incidents.

true

Effective communication requires that team members are not only willing to talk but are also willing to listen.

true

Frequently Asked Questions is an excellent way for customers to find solutions to their own problems, without having to contact the help desk.

true

Help Desk Software allows customers to track their open issues. This virtually eliminates follow-up calls from customers who want to check on the status of their requests.

true

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

true

Persistence is an excellent quality for service desk analysts as it allows them to find permanent solutions and eliminate incidents.

true

Which is a benefit of establishing technology standards?

1.A more complex environment, which results in service providers and customers gaining an excellent range of expertise in numerous areas. This also puts the company in an excellent position as new technology becomes available, as analysts have an excellent base of knowledge. 2.The company is positioned to take advantage of state-of-the-art technology. Allowing customers to use any system they want often makes it difficult for a company to implement new technology and may not fit the long-term needs of the company. The standards committee stays on top of industry trends and selects systems that will benefit the company now and into the foreseeable future.

Because of the decreasing volume of customer calls, the process of handling customer inquiries has become less complex and demanding.

false

Helpdesk software is beneficial, but it does not do anything to eliminate bottlenecks in the communication process for service desks employees.

false

The most efficient and successful service desks have one person who knows everything about all the products supported.

false

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

incident management

Help Desk Software provides the user with a web-based interface that is easily accessed from any computer with an internet connection.

true

Problem solving is an innate skill but it is a skill that can be improved with practice.

true

Team performance is only as good as the performance of the analysts on the team.

true