Help desk Chapter 6 Help Desk Operation
Of the sequences listed below, which shows the correct order of the steps in the incident management workflow: 1. authenticate the incident 2. archive the incident 3. log the incident 4. prioritize the problem
1-3-4-2
A ________________________ is a telephone system that can answer calls, greet callers, provide menus, and route calls.
ACD - Automatic Call Distributor
True or False? A priority code indicates how easy or difficult a dispatcher think an incident will be to resolve.
False
True or False? An automated incident tracking application is primarily useful in a large help desk operation, but is an unnecessary expense in a small help desk operation.
False
True or False? Incident management and call management are two terms that means the same thing.
False
True or False? The percentage of incident that cannot be resolve during the incident management workflow is frequently zero.
False
True or False? The purpose of client feedback features in a help desk software application is to make it easier for managers to determinate support agents with poor customer service skills.
False
Tue or False? Every help desk incident, no matter what kind, goes through all 12 steps of the incident management workflow describe in the chapter, even if some of the steps do not apply
False
__________________________ is a well defined, format workflow that help desk staff follow to solve problems.
Incident management, or call management
________________ is often the result of the personal characteristics of a worker not matching the requirements of a support position.
Job stress
A _________________ is a waiting line into which incoming calls or problems incidents are placed when they cannot be answered immediately.
Queue
True or False? In a help desk that uses the multilevel support model, the goal is to handle calls at the lowest possible support level?
True
True or False? Knowledge bases that have special search tools and other help desk software features are called smart databases.
True
True or False? Telecommuting is working for an employer full or part time from a home office.
True
A common strategy for assigning a priority to help desk call is a. fist in, first out FIFO b. last in, first out LIFO c. in random order d, in the order the help agent prefers
a. FIFO
ITIL is: a. a set of IT industry best practices b. a set of IT industry standards c. a package of software applications d. an incident management procedure
a. a set of IT industry best practices.
In which category of help desk incidents does the following statement fall? "My computer runs slowly when I connect to the web in the evening" a. a question b. a problem c. a complaint d. a work order
b. a problem
In a help desk patterned on the multilevel support model, what is the common title of worker at each level?
c. level 1 Incident screener; level 2 product specialist; level 3 technical support; level 4 support manager.
An increasing number of help desk incidents are handled: a. in face-to-face situation b. via telephone call c. on a support website d. using IVR technology
c. on a support web site
The incident management step in which a problem is transferred to a support staff member who has a greater experience or resource to handle difficult question is: a. assigment b. screening c. resolution d. escalation
d. escalation
A___________________is a collection of interconnected computers with large, networked storage devices that hosts cloud computing services over the internet.
server farm
