Chapter 8 - Quiz (ITE182)

____ 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

Emotional intelligence

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

False

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

False

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

False

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 ok 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.

It is better to keep to the issues of the discussion.

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

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

True

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

a challenger

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 collaborator

Which is a metric typically generated by an e-mail response system? a. average number of exchanges b. availability c. time idle d. resolution %

average number of exchanges

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

individual performance goals

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

reopen %

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? a. reopen % b. resolution % c. closed % d. wrap up %

resolution %

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

team player

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

virtual

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

False

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

Generation Y

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

True

Event-driven surveys are an excellent way to capture information about an individual analyst's performance.

True

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

True

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

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

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

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.

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.

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 agreements

service desk goals