Chapter 4 Quiz

List three benefits of having a standard format for resolutions.

(1) Analysts with varying skill levels can obtain information at the level of detail that they need. (2) Solutions are presented in a consistent format. (3) A standard format makes the writing process easier because analysts know how to present information.

Name four users of the data entered in a ticket.

(1) Analysts. (2) Customers. (3) Service providers. (4) Management.

Explain how intranets and extranets are different than the Internet.

An intranet is a secured, privately maintained web site that serves a company's employees and can be accessed only by authorized personnel. An extranet is a web site that is accessed via the Internet—that is, it can be accessed by the general public—but requires a password to gain entry to all or parts of the site.

What is the key to a well-written FAQ?

State both the question and answer clearly and in a language that is appropriate to the audience.

Describe four ways that technology-delivered support services benefit the service desk.

Technology-delivered support services enable the service desk to (1) anticipate and proactively meet its customers' needs, (2) reduce the overall cost of delivering support, (3) prioritize and manage its workload better, and, ultimately, (4) improve service desk services.

What factors influence the amount of documentation that service desk analysts write?

The technology available to their service desk and the size of their service desk

What role do technologies such as the telephone, IM, and chat play in delivering support?

The telephone, IM, and chat provide immediacy and the ability to interact with a human being.

What role does the web play in delivering support?

Web-based services provide customers with the ability to perform functions such as filling out forms, resetting passwords and downloading software in addition to interacting with service desk analysts.

List three reasons why analysts must learn to use and create knowledge bases.

(1) Because few companies have the resources to reinvent the wheel. (2) Because many companies are unable to give analysts adequate training before new technologies are introduced. (3) Because analysts must learn to help themselves, in the same way that customers help themselves.

List four ways that companies can use email to communicate with customers.

(1) Inform customers about the status of outstanding incidents and service requests. (2) Encourage customers to use email to submit incidents and service requests. (3) Conduct customer satisfaction surveys. (4) Use email to inform customers about a product change or new release that might affect them.

How is a data field different than a text field?

A data field contains one piece of data and can be validated. A text field accepts free-form information.

What is a reusable resolution?

A resolution that does not contain specific details such as names and dates.

Describe five ways that companies such as hardware manufacturers and software publishers are enabling customers to help themselves.

Customers can use self-service technologies to (1) order products, (2) obtain product information, (3) find resolutions to incidents without speaking with a service desk analyst, (4) use the online help companies are providing with their software programs to answer questions and obtain step-by-step assistance, and (5) use the diagnostic software that hardware manufacturers and software publishers are embedding in their products to troubleshoot and potentially resolve incidents on their own.

How are data and information different?

Data is raw facts that are not organized in a meaningful way. Information is data that is organized in a meaningful way.

What role does email play in delivering support?

Email provides the ability to send and receive detailed information.

You can send an instant message even if a recipient is not online. True or False? Explain your answer.

False. IM requires that all parties be online at the same time.

What are the keys to a successful service desk web site?

Functionality and ease of use.

Why do most service desks currently limit IM interactions with customers? Explain your answer.

IM does not provide the capabilities of an incident management system, so analysts are typically required to record any communications with a customer obtained via IM in the service desk's system. Following this procedure ensures that all parties who access the incident management system have the latest information, not just the parties who are sending and receiving messages.

Should you include all of the steps you have taken to diagnose an incident when creating a ticket? Explain your answer.

Yes. Although, if problem-solving steps are part of an existing checklist, it is appropriate to simply state that you completed the checklist and summarize the results.

How do good writing and keyboarding skills benefit people working in a service desk?

Analysts with good writing and keyboarding skills can quickly, easily, and accurately capture needed data. Also, they may be given a wider range of responsibilities and offered greater opportunity.