Chapter 4

A(n) ____ is a web site that cannot be accessed by the general public. -extranet -internet -intranet -secure server

intranet

If one resolution can be used to solve many incidents or service requests, it is referred to as a ____. -multiple relationship -one-to-many relationship -reusable relationship -complex relationship

one-to-many relationship

Which type of report typically provides an assessment of the current environment, a description of items that will result in an improved environment, and recommendations? -progress report -requirements report -feasibility report -status report

requirements report

Some organizations adopt a commercially available ____ which provides guidance on topics such as punctuation and grammar usage. -style guide -grammar manual -writing standard -rules of grammar and punctuation

style guide

Since IM provides many of the capabilities of an incident management system, service desks are expanding IM communication with customers.

False

When writing for a global audience, it is best to avoid acronyms, which are groups of words whose meanings are different than the meanings of the individual words.

False

When writing technical documents, varying word choice is appropriate, as the variety keeps the reader focused on the information being given.

False

One best practice to follow when improving your writing skills is to always use the passive voice.

False

Why are knowledge management systems beneficial to service desk analysts? -They reduce the number of escalations to the second level. -They help improve analysts' problem-solving skills. -They improve the consistency of resolutions. -All of the above.

All of the above

Today, service desk analysts are relied upon to do what? -Capture data necessary to create accurate and useful information. -Record incident information only when the incident is a new type of incident. -Relay knowledge by word of mouth. -Both A and B.

Capture data necessary to create accurate and useful information.

A good resolution should describe things to attempt when diagnosing incidents or responding to inquiries.

False

Case-based reasoning is a searching technique which can include search operators and connecting words such as AND, OR, and NOT.

False

____ is the application of information along with people's experiences, ideas, and judgments. -Knowledge -Common sense -Wisdom -Problem solving

Knowledge

It is important to remember that although email is an easy way to communicate with customers, it does not provide many of the capabilities that an incident management system provides.

True

Since resolving an incident via email typically takes two to three exchanges, service desk analysts must use common sense when communicating with customers via email.

True

Symbols, such as smiley faces or frowning faces, used to convey feelings, are called emoticons and should be used sparingly and appropriately.

True

Which is true of online chat and IM? -They are expensive. -They are instantaneous. -They are difficult to use. -All of the above.

They are instantaneous.

Fuzzy logic is a good searching technique to use when conflicting information exists or no match is present.

True

Which is an example of a technology used to enable self-service for customers? -Using an ACD to assign a call to the next available analyst. -Using SBR to route the call the appropriate analyst. -Using Web technology to order a product. -Both A and B.

Using Web technology to order a product.

In which instance will customers most likely use IM technology? -For non-critical problems. -When they want to receive detailed information. -When they want to obtain answers to FAQs. -When they have questions that need to be answered before they order a new product.

When they have questions that need to be answered before they order a new product.