User Support/Help Desk Principles Ch 6-9 Study Guides

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

false

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

false

Which symbol represents the end or stopping point of a process in a flowchart? a. a square b. a diamond c. a triangle d. an oval

d

Which will help you eliminate time robbers? a. Avoid distractions like letting the travel department make your reservations; it's faster to do it on your own. b. Always figure things out on your own; other analysts are busy too. c. Handle recurring tasks manually; they don't take much time. d. Suggest constructive ways to make improvements.

d

Why are clearly defined and documented processes and procedures critical to handling incidents and problems? a. They ensure critical data are gathered. b. They ensure important problem-solving steps are not forgotten. c. They ensure incidents and problems are handled in a consistent manner. d. All of the above.

d

T/F 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

T/F 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

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

false

T/F As most companies have process owners and managers, it is not important for technical professionals to be able to develop, document, or improve processes.

false

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

false

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

true

What are measurable objectives that support the service desk's mission called? a. service level objectives b. service desk goals c. service desk performance plans d. service level agreemen

b

Difficult customer situations, constantly being exposed to and needing to learn new technologies, and lack of career opportunities are considered what kind of stressors? a. institutional stressors b. situational stressors c. personal stressors d. company stressors

b

In the incident management process, ____, such as "When will my equipment arrive?", are typically handled by the service desk. a. questions b. inquiries c. incidents d. known questions

b

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. a. customer focused b. closed loop c. open loop d. proactive

b

The objectives of ____ are to minimize the impact of incidents, eliminate recurring incidents, and prevent problems and their resulting incidents from occurring. a. incident management b. problem management c. root cause analysis d. Both A and B.

b

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

false

T/F Customer management skills are skills such as stress and time management, getting and staying organized, and quickly learning new skills.

false

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

false

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

false

T/F Feedback from one team member to another is appropriate when a team member does something well. If a team member's behavior isn't in line with the team's mission or goals, it is up to the team leader to provide feedback.

false

T/F IT and business unification is a process aimed at ensuring that information technologies support corporate goals and objectives.

false

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

false

T/F If you want to justify replacing a desktop computer with a laptop, you should perform a return on investment analysis.

false

T/F In an effort to answer more calls, analysts should write customer and incident data on a piece of paper during the contact and then log the information in the incident management system later in the day, when it's less busy.

false

T/F In world class service desks, root cause analysis is performed on all incidents.

false

T/F It doesn't matter whether you skip meals or eat too much; what is important is that you eat healthy foods when you do eat.

false

T/F It is much more important to care for your physical well-being than it is to care for your mental health.

false

T/F Job trading involves working side-by-side with another person in an effort to understand and potentially learn that person's job.

false

T/F On a team, the challenger is task-oriented and does everything possible to provide the team with the skills, knowledge, and information needed to achieve its goals.

false

T/F On a team, the collaborator is a good listener and encourages other team members to participate in team discussions and decisions.

false

T/F 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

T/F 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

T/F One way to reduce stress is to not set any goals at all.

false

T/F Reaching a consensus means that team members agree with the majority just to avoid conflict and to help move the team towards its goals.

false

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

false

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

false

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

false

T/F Stressors common to the service desk setting, such as constant interruptions and handling multiple priorities, are called repetitive stressors.

false

T/F The average number of contacts refers to the average number of email messages that must go back and forth to resolve an incident.

false

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

false

T/F The drawback to project management skills is that they don't provide you with the ability to proactively identify issues and communicate concerns that may affect the outcome of your efforts.

false

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

false

T/F The period of time over which the benefits of an investment are received is known as the investment period.

false

T/F The project charter serves as an agreement between the customer of the project and the supplier about the project's end product.

false

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

false

T/F Time wasters are activities that take up time and do not add value to the work that you perform.

false

T/F To be a true team player, you must give up your personal goals.

false

T/F To minimize scope deviation, many companies have a project change control process in place for reviewing and approving scope changes.

false

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

false

T/F Typically a service desk's mission has no relationship to an overall company mission.

false

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

false

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

false

T/F When making a presentation, the "one size fits all" approach applies. Your presentation should be designed so that it applies to all types of audiences; technical and non-technical, management and non-management.

false

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

false

T/F trend and root cause analysis are most effective when done seperately

false

T/F 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

T/F Cost per contact is the total cost of operating a service desk for a given time period divided by the total number of contacts received during that time period.

true

T/F Customers form opinions of the entire company or department based on their interactions with the service desk.

true

T/F 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

T/F During your presentation, if answering questions and throwing off your timing is a concern, ask your audience to please hold their questions until the end. If you do answer questions as they are asked, remember to answer the question asked and only the question asked. Resist the temptation to go off on a tangent.

true

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

true

T/F Eustress is a healthy form of stress that helps keep you motivated and enables you to feel some sense of accomplishment.

true

T/F Event-driven surveys are an excellent way to capture information about an individual analyst's performance.

true

T/F 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

T/F Failing to plan ahead is a common contributor to people's stress.

true

T/F Gantt charts are often used to illustrate project schedules.

true

T/F Good budgeting ensures that the money allocated for a particular project does not run out before the project is completed.

true

T/F 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

T/F Many companies use top 10 reports to determine the types of incidents that require immediate action or warrant root cause analysis.

true

T/F One way to be a team player is to recognize your teammates' achievements.

true

T/F One way to reduce stress is to commit yourself to relaxation. Perform an activity that leaves you free of tension and refreshed both physically and mentally.

true

T/F 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

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

true

T/F Service desk analysts are accountable to the members of their team and to the "greater team" that constitutes the customer service value chain within their company and which includes external suppliers.

true

T/F 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

T/F The dramatic increase in the number of integrated products and systems makes it even more difficult for analysts to diagnose and determine the probable source of incidents.

true

T/F The incident owner acts as a customer advocate and ensures an incident is resolved to the customer's satisfaction.

true

T/F 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

T/F To perform at maximum efficiency and effectiveness, a team must have a clear sense of purpose; a team leader cannot expect a team to follow blindly.

true

T/F 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

T/F Typically, service trends are negative

false

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

true

T/F 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

Which would be best to show how parts relate to the whole? a. pie chart b. line chart c. bar chart d. Gantt chart

a

T/F As soon as the service desk fixes the cause of the incident, the incident should be closed. Then a customer satisfaction survey is sent to the customer, and they confirm they are satisfied with the resolution.

False

T/F Incident ownership typically means that an analyst must develop and implement the solutions to all the incidents they own.

False

A ____ team is a group of people who work across time, space, and organizational boundaries. a. virtual b. cyber c. follow-the-sun d. remote

a

According to the Tuckman Teamwork Model, during which stage are the team members on their "best behavior" and trying to avoid conflict? a. forming b. storming c. norming d. performing

a

As technical professionals advance to team leader or supervisory positions, they should be able to use techniques such as ____, to compare two or more potential solutions to determine an optimum solution. a. cost benefit analyses b. return on investment calculations c. feasibility studies d. business cases

a

Comparing the service desk's performance metrics and practices to those of another service desk in an effort to identify improvement opportunities is called ____. a. benchmarking b. baselining c. cost-benefit analysis d. trend analysis

a

During incident resolution, when is management notification appropriate? a. When the required resources are not available to determine or implement a solution. b. When the incident is reported. c. If the status of the incident changes. d. All of the above.

a

For stress to be a positive part of life, it must be ____. a. managed b. eliminated c. worked around d. ignored

a

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

false

T/F 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

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

True

During the performing stage of a team, who will encourage the team to stay focused on its goals, and, when needed, revisit its goals in an effort to continuously improve? a. a collaborator b. a communicator c. a challenger d. a contributor

a

If a prospective service desk candidate doesn't have service experience, which prior job experience would most likely be considered relevant? a. teaching b. accounting c. financial analysis d. general contracting

a

Knowledge of what would be considered service industry knowledge? a. customer service and support industry b. financial practices c. engineering d. software development

a

One of the tips for mastering change is to recognize ____ as the labor of the Information Age. a. learning b. responding c. adapting d. technology

a

The objective of ____ is to restore service as quickly as possible. a. incident management b. problem management c. root cause analysis d. Both A and B.

a

Upon perceiving a stressful event, our mind triggers an alarm that mobilizes our body for action. These physiological changes are known as ____. a. fight-or-flight reaction b. distress c. eustress d. reflexes

a

What are measurable objectives for analysts that support the service desk's mission called? a. individual performance goals b. service level objectives c. service desk analyst performance objectives d. analyst level agreements

a

What is DevOps? a. A cultural and professional movement that emphasizes communication, collaboration, and integration between software developers and IT operations professionals. b. Ensuring that technical and application management teams work together to adhere to the agile development processes used by the programmers. c. Forming the operations teams to integrate with the service desk so that software releases can be developed, tested, and deployed faster. d. Ensuring that the early life support (ELS) stage of the service lifecycle does not end until both the development and operations groups agree that the service is ready for operation.

a

What is the percentage of closed incidents that had to be opened back up within a given time period called? a. reopen percent b. resolution percent c. closed percent d. wrap-up percent

a

What is the system, network, or product that is most likely causing an incident called? a. probable source b. root cause c. symptom d. Both A and B.

a

Which is an activity in the problem management process but not in the incident management process? a. root cause analysis b. identification c. investigation and diagnosis d. resolution

a

Which is the first step in the incident management process? a. identification b. investigation c. diagnosis d. logging

a

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

true

T/F Incident priority typically remains the same throughout the life of an incident. This ensures it is resolved in the proper time frame and that it is not forgotten or neglected.

True

T/F 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

T/F 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

T/F 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

T/F 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 about a team's development? a. 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. b. The best teams effectively weather change by taking a step back to the norming stage and have team members begin to take ownership for the team's performance. c. When change occurs, it is best to evaluate each and every member on the team, decide who should remain and who should leave, and quickly find new members to replace those who have left. d. All teams eventually reach the performing stage and begin to see some of their goals being accomplished.

a

Which is true about project management skills? a. They provide you with the ability to identify and attend to details, while at the same time staying focused on the big picture. b. Only people who work on large projects or develop new systems need project management skills. c. Good project management skills can be developed very quickly and are highly transferable. d. They are not transferable, as each company has their own way of managing projects.

a

Which is true when coping with deadlines? Do not put off tasks until the last minute. Always schedule your most important work first thing in the morning. Handle your work on a "first come, first served" basis. All of the above.

a

Which is true? a. Service desks that use trend and root cause analysis proactively are able to justify and acquire the resources they need, when they need them. b. Trend analysis is more difficult than root cause analysis, so not all companies evaluate trends. c. Service desks that use trend and root cause analysis only reactively are typically very successful at handling incidents efficiently and effectively. d. Given the rapid pace at which technology is changing, it is reasonable to expect that someday, trend and root cause analysis will prevent all incidents.

a

Which is true? a. The root cause is not recorded in the incident record. When justified, a problem record is created and used to investigate and eliminate the root cause. b. When found, the root cause is recorded in the incident record and linked to associated problem records. c. The root cause is recorded in the problem record and also in all associated incident records. d. The root cause is recorded in the change record and linked to all associated incident and problem records

a

Which would most likely be used to link customer records to incident records? a. employee number b. incident type c. incident description d. customer department

a

Who has ultimate authority over a project? a. project sponsor b. project owner c. project stakeholder d. project manager

a

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? a. institutional stressors b. situational stressors c. personal stressors d. company stressors

a

____ includes the ability to recognize and manage one's emotions and the emotions of others, motivate oneself and restrain impulses, and effectively handle interpersonal relationships. a. Emotional intelligence b. Common sense c. Right-brained intelligence d. Personality intelligence

a

____ is one of the first signs of dehydration. a. Fatigue b. Irritability c. Nervousness d. Stuttering

a

What is the percentage of incidents an analyst resolved compared to the total number of incidents that an analyst handled during a given time period called? a. reopen percent b. resolution percent c. closed percent d. wrap-up percent

b

What should you remember when faced with conflict? a. If you discuss the past and determine what/who caused the problem, it may help resolve the issue. b. It is better to keep to the issues of the discussion. c. It is okay to keep repeating the same thing over and over, as the other person will eventually understand. d. You should not change your mind, or you will not seem confident.

b

Which is a diagram that shows the sequence of tasks that occur in a process? a. grid b. flowchart c. procedure d. problem solving guide

b

Which is a way to improve the ergonomics of your workspace? a. Place the monitor as far away as you can so that you can still see it clearly. b. Place the keyboard so that your wrists are straight and not resting on a hard surface. c. Raise your chair so that your feet dangle slightly and will not fall asleep. d. All of the above.

b

Which is true about teams? a. Being a team player means going along with the crowd. b. 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. c. Most people have one team player style that predominates and are not capable of exhibiting any of the other team player styles. d. Both B and C.

b

Which is true about the relationship between time and stress management skills? a. People who use their time wisely still feel stressed at the end of a day, because there are still open items. b. Decisions that result in wasted time can lower self-esteem and increase stress. c. Doing things yourself will lower stress, because things will be done correctly. d. They are not related at all.

b

Which is true about using checklists to help diagnose incidents? a. Checklists should contain only complex questions that are easy for analysts to forget. b. Level two or three analysts may assist with or actually develop checklists for service desk analysts. c. All checklist questions should be asked each and every time a customer reports an incident. d. Checklists should always be in paper format for easy accessibility.

b

Which is true when developing working relationships with teammates? a. To have a successful team, teammates should be best friends. b. Listen actively to your teammates, as you would to your customers. c. Refrain from inquiring about your teammates' feelings. d. All of the above.

b

Which is true? a. CIOs and hiring managers do not expect technical professionals to possess business skills. b. Some business skills can be acquired by observing and inquiring about the activities that occur where you work. c. CIOs and hiring managers do not expect technical professionals to think like businesspeople. d. All of the above.

b

Which is true? a. Root cause analysis is an important step in the incident management process. b. Until the root cause of incidents is identified and eliminated, it is likely that the customer will continue to experience incidents. c. Typically, root causes are technology related. d. ITIL best practices state that root cause analysis should be performed for all incidents.

b

Which process is performed to determine why incidents are occurring so steps can be taken to prevent similar incidents from occurring in the future? a. trend analysis b. root cause analysis c. symptom analysis d. cost benefit analysis

b

____ is a technique for determining the most significant causes from a list of many possible causes of a problem and involves producing a bar chart that displays, in descending order, the possible causes of a problem. a. Cause and effect analysis b.Pareto analysis c. Kepner-Tregoe problem analysis d. Brainstorming

b

____are the rules and standards that govern the conduct of a person or group of people. a. Moral codes b. Ethics c. Governing policies d. Mores

b

According to Charles Darwin, which people survive? a. the strongest b. the most intelligent c. the most responsive to change d. All of the above.

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? a. forming b. storming c. norming d. acting

c

As a service desk analyst, what does the job description that ends with requiring you to perform "...other duties as assigned" mean to you? a. It means that this is a new, entry level position, and management hasn't yet decided what the responsibilities are. b. It means that other workers will tell you what you need to do and give you the information to do it. c. It means that you should develop the ability to quickly figure out what needs to be done and do it. d. It means you should ask management exactly what your responsibilities are.

c

During the forming stage of a team, who will push the team to set high standards? a. a collaborator b. a communicator c. a challenger d. a contributor

c

For large projects, you should create a _____, which is a task-oriented breakdown of the work to be done. a. project plan b. task list c. work breakdown structure d. milestone chart

c

Justifying improvement initiatives typically involves stating the expected benefits in the form of goals or objectives and expressing those goals as what? a. benchmarks b. baselines c. metrics d. tangibles

c

Labor and benefits usually represent how much of a service desk's overall costs? a. 20 % to 30% b. 40 % to 60% c. 60 % to 80% d. 70 % to 90%

c

The ____ is the most basic reason for an undesirable condition. a. problem b. incident c. root cause d. fault

c

What is a common injury that affects the hands and wrists and is linked to repetitious hand movements, such as typing on a keyboard? a. bursitis b. tendonitis c. carpal tunnel syndrome d. fatigue

c

What is a person called who contributes to a group's success by cooperating freely and communicating openly with the others in the group? a. analyst b. supervisor c. team player d. facilitator

c

What is something you should do when you are new to a team? a. Understand your part of the goal; don't worry about understanding the big picture. b. Make sure you work hard, even if you are not sure if you are working on the right things. c. Learn the lingo or vocabulary of the new team. d. All of the above.

c

What is the most important step you can take in terms of coping with stress and avoiding burnout? a. Acknowledge that you are the victim. b. Realize that there is nothing you can do. c. Accept responsibility for the stress you are experiencing. d. Allow yourself to get mad and vent.

c

When designing a presentation, which is correct? a. For some audiences, visual aids may be the only content you need to present. b. It is better not to anticipate questions that your audience may ask, as your answers may appear rehearsed and not sincere c. Preparing a timeline ensures that the presentation you design can be completed within the allotted time frame. d. Both B and C.

c

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? a. Seniors b. Baby boomers c. Generation X d. Generation Y

c

When you cannot control a situation, you can ____. a. change the situation b. control the way you respond to the situation c. Both A and B. d. Neither A nor B.

c

Which is a key factor that affects how people respond to stress? How much control a person has over a. a stressor. b. Whether or not a person chooses to be exposed to a stressor. c. Both A and B. d. Neither A nor B.

c

Which is correct about leadership? a. If a team has a poor leader, the team will not be successful, and members of the team will be more focused on individual rather than team goals. b. Effective team leaders tell the team what to do and how to do it and do not waste time seeking input from the team. c. An effective leader enables the team to achieve its full potential by removing obstacles and by sharing leadership responsibilities as needed. d. All of the above.

c

Which is important in today's world? a. Make sure your work is perfect, even if it takes longer to do it. b. Try to avoid change c. Develop project management skills. d. All of the above.

c

Which is true about a BOD? a. It should be completed just before an analyst leaves for the day. b. It varies each and every day. c. It should be completed early in the day before an analyst starts taking calls or greeting customers. d. It should be started early in the morning and worked on throughout the day.

c

Which is true about a presentation's objective? a. Objectives are typically 5-10 sentences long. b. Presentations are preferred over memos to meet your objective. c. Objectives enable you to set and manage your audience's expectations. d. Both B and C.

c

Which is true? a. If data is not available, management cannot measure analysts' performance. b. The best companies typically place an emphasis on one extremely important goal. c. Team performance is only as good as the performance of the analysts on the team. d. All of the above.

c

Which kind or stressors do you have the greatest ability to influence? a. institutional stressors b. situational stressors c. personal stressors d. company stressors

c

Which kind or stressors may include a tough commute to work or being tired from your physical fitness regimen? a. institutional stressors b. situational stressors c. personal stressors d. company stressors

c

____ is a technique which involves defining and describing the problem, establishing possible causes, testing the most probable cause, and verifying the true cause. a. Cause and effect analysis b. Pareto analysis c. Kepner-Tregoe problem analysis d. Brainstorming

c

According to HDI, which has the highest cost per contact? a. phone call b. email c. chat d. walk-up

d

According to one estimate, what percentage of all visits to primary care physicians are for stress-related problems? a. 20-40% b. 30-45% c. 50-70% d. 75-90%

d

According to the Tuckman Teamwork Model, during which stage is the team achieving its goals and are the team members participating fully in team activities? a. forming b. storming c. norming d. performing

d

After diagnosing an incident and identifying the correct probable source, ____ might be included in developing a course of action. a. consulting online resources b. escalating the incident to a level two service provider c. delivering a solution d. All of the above

d

Data collected by service desk analysts is used to ____. a. track outstanding incidents and service requests b. measure analysts' performance c. measure customer satisfaction with the company d. All of the above.

d

During incident resolution, when is customer notification appropriate? a. If the target resolution time will not be met. b. If the customer was dissatisfied with earlier solutions. c. If the incident has a high priority and justifies frequent status updates. d. All of the above.

d

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? a. Resolve the incident. b. Resolve the incident, log an RFC and close the incident only when the change is completed. c. Open an RFC and simply close the incident with a reference to the RFC. d. Each company must decide how to handle this situation.

d

In which step in the incident management process is an incident categorized and assigned a priority? a. identification b. investigation c. diagnosis d. logging

d

Skills that are unique to the profession that the service desk supports, such as accounting or banking skills, are called ____. a. field expertise b. service knowledge c. subject matter knowledge d. industry knowledge

d

The "R" is RSI stands for ____. a. relaxation b. realistic c. reaction d. repetetive

d

When an improvement project begins, you should capture a ____, or starting point, that can be used to demonstrate the success of your improvement efforts. a. benchmark b. zero point c. metric d. baseline

d

When rehearsing your presentation, what is important to remember? a. If you are an experienced speaker, there is no need to rehearse your presentation. b. It is better to have your presentation run a little bit long than a little short. Typically you speak faster when actually presenting, so you will make up the time. c. Memorizing a presentation is often key to enabling inexperienced speakers deliver a perfect presentation. d. 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.

d

When working for a bad boss, use the opportunity to ____. a. Focus on the goals of your company. b. Make yourself as marketable as possible. c. Commit yourself to your personal goals and relaxation. d. All of the above.

d

Which group of people are apt to question authority, will stay with an employer only when they are being offered a variety of experiences, and seek a balance between their work and personal lives? a. Seniors b. Baby boomers c. Generation X d. Generation Y

d

Which is a benefit of establishing technology standards? a. Organizations will be able to sustain 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. b. Effective training programs can be developed because there are fewer systems. The training is more efficient and effective, so customers have fewer questions and inquiries, and the service desk can quickly handle questions and inquiries that do occur. c. 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. d. Both B and C.

d

Which is a reason that technical support lends itself to a team setting? a. The sheer number of available products. b. The need for business knowledge. c. The need to use resources efficiently and effectively. d. All of the above.

d

Which is a report that describes the business reasons that a change is being considered, along with its associated costs, benefits, and risks? a. an ROI report b. a cost-benefits analysis report c. a project d. a business case

d

Which is an intangible characteristic? a. customer satisfaction b.employee satisfaction c. efficiency d. Both A and B

d

Which is included in both a detailed and a short incident description? a. the results a customer expects b. the steps the customer took to get results c. the history or pattern of the incident d. the actual results a customer is experiencing

d

Which is true about conflict? a. Conflict can arise as a result of the stress that is inherent in a service desk setting. b. The best way to handle conflict is to focus on the varying personalities of your teammates. c. Conflict is a normal part of human interaction and when approached positively, can produce creative and innovative results. d. Both A and C.

d

Which is true about feedback? a. Employees must provide feedback to other employees. b. Employees must provide feedback to supervisors and team leaders. c. Supervisors must provide feedback to employees. d. All of the above.

d

Which is true about projects? a. All projects require a team. b.The project overview is a summary document that describes the project, its objectives, and how the objectives are to be achieved. c. The project stakeholder is responsible for ensuring that the project is aligned with the organization's business goals. d. One of the project manager's most important responsibilities is developing and maintaining the project plan.

d

Which is true about stress? a. Too little stress can lead to boredom. b. Too much stress can lead to anxiety and panic. c. Practicing stress reduction techniques can eliminate stress altogether. d. Both A and B.

d

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

d

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

d

Which may be considered a project? a. installing a new computer b. moving an office c. creating a set of new FAQs d. All of the above

d

T/F Calculating ROI has many benefits, including greater credibility for IT and better alignment with the business. ROI can be a complex and time-consuming calculation; therefore, it is typically reserved for larger technology investments.

true

T/F "Resolve 80% of reported incidents at level one" and "reduce support costs by 5% by year end" are both examples of service desk goals.

true

T/F A great way to reduce stress associated with a large task is to switch to a smaller, less stressful task, before returning back to the larger one.

true

T/F 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.

true

T/F A symptom is a sign or indication that an incident has occurred.

true

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

true

T/F Acceptance criteria are the conditions that must be met before the project deliverables are accepted.

true

T/F As technical professionals are often involved in projects such as hardware or software releases, an understanding of project management concepts makes them effective team members.

true

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

true

T/F 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

T/F When multiple groups are involved in solving an incident or problem, processes and procedures provide the framework that enables each group to understand what to do and how to do it.

true

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

true

T/F You have very little ability to influence institutional stressors.

true