OMT-154 Review: Chapters 6-9

Which is true about a team's development?

The best teams accept and embrace change by taking a step back to the forming stage to clarify the team's purpose and members' roles and responsibilities.

One way to get settled into a new team is to volunteer to take on work, even if it is more than you can handle. The other team members will be appreciative of your hard work.

False

Simply capturing data actually can prevent incidents and make it possible for companies to monitor and improve their services.

False

When working on a multi-generational team, which group of people tend to believe a high-performing team is composed of strong members who focus on delivering individual results?

Generation X

Typically, people with strong technical skills are assigned the role of project manager, because they also have strong managerial skills.

False

Typically, service trends are negative.

False

You should not delay resolving a conflict, even if the other person is highly upset or angry.

False

____ is one of the first signs of dehydration.

Fatigue

According to one estimate, what percentage of all visits to primary care physicians are for stress-related problems?

75-90%

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

All of the above

Data collected by service desk analysts is used to ____.

All of the above.

During incident resolution, when is customer notification appropriate?

All of the above.

When working for a bad boss, use the opportunity to ____.

All of the above.

Which is a reason that technical support lends itself to a team setting?

All of the above.

Which is true about stress?

Both A and B.

Asking for help from teammates is a sign of incompetence and should be avoided.

False

Companies typically don't distinguish between incidents, questions, and inquiries because they all represent work that must be performed by service desk analysts.

False

Drinking soda or coffee or eating chocolate can help you sustain your energy level and maintain an even temperament.

False

Examples of status data are incident status, person or group assigned, date and time assigned, and details describing how an incident was resolved.

False

Identifying the sources of stress in your life will make the stress go away.

False

In its simplest form, a cost benefit analysis uses financial costs and intangible benefits.

False

Job trading involves working side-by-side with another person in an effort to understand and potentially learn that person's job.

False

One of the best ways to design a presentation is to begin with a flowchart.

False

One of the most important reasons that level two service providers must know how busy the service desk analysts are, is so that level two can correctly set the customers' expectations in terms of incident resolution.

False

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 about a presentation's objective?

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

Which will help you eliminate time robbers?

Suggest constructive ways to make improvements.

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

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

Exercise provides a great way of releasing a great deal of the muscle tension that can accumulate from stress, so try to fit in exercise sometime during the day.

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

The incident owner acts as a customer advocate and ensures an incident is resolved to the customer's satisfaction.

True

The two best ways to cope with deadlines are to clearly define the work to be done and then be realistic about what you can accomplish each day, week, and year.

True

Today's technical professionals are being challenged to ensure that a company's technology enables its employees and customers to achieve their business goals.

True

You have a greater ability to influence situational stressors by developing a positive attitude and skills.

True

During the forming stage of a team, who will push the team to set high standards?

a challenger

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

What is a common injury that affects the hands and wrists and is linked to repetitious hand movements, such as typing on a keyboard?

carpal tunnel syndrome

Incident management is known as a(n) ____ process, because the customer who reports an incident must accept the solution before the incident can be closed.

closed loop

Knowledge of what would be considered service industry knowledge?

customer service and support industry

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

flowchart

What are measurable objectives for analysts that support the service desk's mission called?

individual performance goals

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

industry knowledge

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

pie chart

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

probable source

Who has ultimate authority over a project?

project sponsor

The project charter serves as an agreement between the customer of the project and the supplier about the project's end product.

False

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

Typically a service desk's mission has no relationship to an overall company mission.

False

Typically, companies strive to place most of the emphasis on tangible, rather than intangible, goals.

False

Which is true about a BOD?

It should be completed early in the day before an analyst starts taking calls or greeting customers.

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 stressors

The "R" is RSI stands for ____.

repetitive

A ____ team is a group of people who work across time, space, and organizational boundaries.

virtual

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

walk-up

Which is true about feedback?

All of the above.

When you cannot control a situation, you can ____.

Both A and B.

Stress is not normal and should be avoided at all costs.

False

The business skills required to work for a nonprofit company are different than those required for a for-profit company.

False

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

False

Some incident resolutions, such as completely replacing a piece of equipment, may need a request for change to be generated. A company's change management process will dictate whether a request for change must be generated.

True

Studies indicate that a high percentage of technical incidents are recurring in nature.

True

Success in today's business world belongs to the people who embrace change and who are ready and willing to reinvent themselves as needed to contribute to the company's goals.

True

Trend reports make it possible to determine the most common problems and also make it possible for analysts to identify anomalies, or deviations or departures from the average or the norm.

True

You can minimize the effects of stress by managing how you respond.

True

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.

What is a person called who contributes to a group's success by cooperating freely and communicating openly with the others in the group?

team player

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

the actual results a customer is experiencing

Failing to plan ahead is a common contributor to people's stress.

True

What is DevOps?

A cultural and professional movement that emphasizes communication, collaboration, and integration between software developers and IT operations professionals.

Which is correct about leadership?

An effective leader enables the team to achieve its full potential by removing obstacles and by sharing leadership responsibilities as needed.

Which is true about conflict?

Both A and C.

According to the Tuckman Teamwork Model, which stage has the team members starting to take ownership for the team's performance and beginning to have confidence in the team's abilities?

norming

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

problem management

A service desk's mission statement is a written statement indicating the customers that the service desk serves, the types of services the service desk provides, and how the service desk delivers those services.

False

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

Always keep track of open tickets manually. Using an incident management system takes too long.

False

Which is a way to improve the ergonomics of your workspace?

Place the keyboard so that your wrists are straight and not resting on a hard surface.

Gantt charts are often used to illustrate project schedules.

True

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

metrics

Which is an activity in the problem management process but not in the incident management process?

root cause analysis

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 people are exposed to stress for long periods of time and are not able to manage this stress day-in and day-out, they often experience burnout.

True

Most successful teams are made up of players who have unique skills and exhibit varying approaches to teamwork.

True

One excellent diagnostic tool is a digital agent, a software routine that performs an action when a specified event occurs. It can interact with customers to provide solutions, take customers on a tour of a company's web site, or escalate customers from self-services to assisted service channels.

True

One of the benefits of asking customers questions when trying to diagnose an incident is that you will gain insight about the customer's skill level.

True

One way to be a team player is to recognize your teammates' achievements.

True

Which is true about project management skills?

They provide you with the ability to identify and attend to details, while at the same time staying focused on the big picture.

Groupware is technology that enables multiple users to work together on related tasks and includes document sharing systems, project management systems, wikis, and knowledge management systems.

True

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

True

People working on a service desk cannot control the number of contacts that they will receive on any given day. When you cannot control what happens around you or what other people do, you can choose whether or not to expose yourself to a stressor. Service desk analysts can be prepared for that variable contact by being focused and organized.

True

Research shows that the immune system breaks down when we do not handle stress well.

True