TKT 3213 Test 2

Which is a benefit of establishing technology standards

Both B & C

In the incident management process,______, such as "When will my equipment arrive?", are typically handled by the service desk

Inquiries

Which symbol represents the end or stopping point of a process in a flowchart

Oval

What do many service desks use to set customer expectations

SLAs

Which is comparable to the practices of "counting to three" before you speak

Sipping water

Which calming technique also helps you keep up your energy and retain a positive attitude

Taking a deep breath

Which type of narrative is commonly used in technical writing

Third-person

A procedure is a step-by-step detailed set of instructions that describes how to perform tasks in a process

True

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

True

Determining the probably cause of an incident can be extremely difficult, particularly when dealing with complex technology, such as that found in a client/server computing environment

True

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

True

The challenge with key word searching is that keywords must be indexed to be located and an exact match must be found

True

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

True

Whether you are left- or right-brained, you must still be able to maintain control of you ability to think logically

True

The terminology used to describe the incident management process is standard from one organization to the next

False

Trend forecasting is a methodical way of determining and, when possible, forecasting, service trends

False

Typically, customers benefit from self-services, while service desk analysts do not

False

When a person becomes extremely angry, the left side of the brain takes over

False

When dealing with irate customers, it is important to pay attention to what is being said and why it is being said

False

Which is a diagram that shows the sequence of tasks that occurs in a process

Flowchart

An analyst calling a customer to say that he is going to be late arriving at the customer's site, before he is late, is an example of _________

Follow-through

Verifying that the customer's incident has been resolved to the customer's satisfaction and hasn't recurred is an example of ___________

Follow-up

Which is the first step when handling difficult customer situations

Get focused

What should you do if a customer is furious because he cannot access his data and is danger of missing a deadline

Acknowledge the fact that the customer is upset

After diagnosing an incident and identifying the correct probably source, _______ might be included in developing a course of action

All of the above

What should you do when you are listening actively to an irate customer describing his incident or complaint

All of the above

What should you do when you are listening to an irate customer describing his incident

All of the above

Which is true about using calming techniques to handle difficult situations

All of the above

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

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

False

Good writing skills are no more important for service desk analysts today than they were ten years ago

False

If analyst doesn't understand why a customer is upset, he should try to determine why before trying to resolve the incident

False

Information are raw facts that are not organized in a meaningful way

False

Over the next few years, Internet and IM technology will replace the phone as the primary means for a customer to contact the service desk

False

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

False

Best practice frameworks such as _________ help organizations establish customer-focused processes and technologies in an effort to minimize difficult situations

ITIL

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

Requirements Report

If you are upset after a call, it is likely that the customer may still be upset. You should inform your supervisor or team leader so that they can determine what, if any, additional steps should be taken to satisfy the customer

True

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

One advantage of service desks developing standard resolutions formats is that it allows analysts with varying skill levels to obtain information at the level of detail that they need

True

One of the advantages of Knowledge-Centered Support is that knowledge is made available to the support organization immediately in draft form, enabling knowledge to be available when it is needed most

True

The incident owners acts as a customer advocate and ensures an incident is resolved to the customer's satisfaction

True

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

When creating a FAQ, phrase the question in the way that customers do when they contact the service desk; then explain the answer in language that customers can understands

True

When facing a difficult situation, we use positive self-talk to remind yourself that you cannot take the situation too personally

True

Typically, what does the right side of the brain handle

Versatility

Which is the first step in the incident management process

Identification

Typically, what does the left side of the brain handle

Linear

Which is an example of using positive imagery

Replacing an image of an angry customer with someone you love

Which is a self-service offered via a web site

A solution database

A(n) ______ is a web site that can be accessed by the general public but requires a password to gain entry to all or parts of the site

Extranet

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

False

An analyst may begin diagnosing the incident and developing an action plan before an irate customer has calmed down

False

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

Resisting the temptation to shout back at a customer who shouts at you is an example of which technique for staying in control

Learning to respond, not react

Which is true about using checklists to help diagnose incidents

Level two or three analysts may assist with or actually develop checklists for service desk analysts

If you cannot restate the customer's incident in his own words, it is acceptable to _____

Paraphrase the incident and ask the customer to verify your understanding of the conversation

What is the system network, or product that is more likely causing an incident called

Probable source