IT195 Customer Service Skills for the Service Desk Professional - Chapter 1 - NO TRUE/FALSE
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?
All of the above.
Which is true?
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
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.
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.
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.
Which is correct?
Service desk analysts should learn to strike all negative phrases from their vocabulary.
Which is true?
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.
What is the number one reason that customers choose to do business with another company?
They felt an attitude of indifference.
In ITIL, which of the following is an example of a service request?
a standard change
In ITIL, which of the following is an example of an incident?
an error message
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
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
"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
Results that customers consider reasonable or due to them are called _____.
expectations
Which are used by many Web sites to identify users and track their preferences?
cookies
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
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
