Business Skills for Technical Professionals, Chapter 7, Minimizing Stress and Avoiding Burnout, Chapter 9, Solving and Preventing Incidents and Problems - Chapter 6, Handling Difficult Customer Situations - Chapter 5

False

In world class service desks, root cause analysis is performed on all incidents.

C

As a service desk analyst, what does the job description that ends with requiring you to perform "...other duties as assigned" mean to you? a. It means that this is a new, entry level position, and management hasn't yet decided what the responsibilities are b. It means that other workers will tell you what you need to do and give you the information to do it. c. It means that you should develop the ability to quickly figure out what needs to be done and do it. d. It means you should ask management exactly what your responsibilities are.

True

Finding humor in a stressful situation is an excellent stress-coping mechanism.

False

How you respond to difficult customers during the early moments of your conversation typically doesn't influence their perception and willingness to work with you. Customers are usually willing to work with any analyst, rather than to wait on hold.

False

If a previously unhappy customer seems to be happy when you complete a contract, you can assume that you have regained that customer's trust.

False

A great way to reduce stress associated with a large task is to switch to a smaller, less stressful task, before returning back to the larger one.

True

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

True

Acceptance criteria are the conditions that must be met before the project deliverable are accepted.

C

According to Charles Darwin, which people survive? a. the strongest b. the most intelligent c. the most responsive to change d. All of the above

D

According to one estimate, what percentage of all visits to primary care physicians are for stress-related problems? a. 20-40% b. 30-45% c. 50-70% d. 75-90%

False

Always keep track of open tickets manually. Using an incident management system takes to long.

False

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 inquires because they all represent work that must be performed by service desk analysts.

A

Comparing the service desk's performance metrics and practices to those of another service desk in an effort to identify improvement opportunities is called __________. a. bench-marking b. baselining c. cost-benefit analysis d. trend analysis

D

Data collected by service desk analysts is used to ____________. a. track outstanding incidents and service requests b. measure analysts' performance c. measure customer satisfaction with the company d. All of the above

B

Difficult customer situations, constantly being exposed to and needing to learn new technologies, and lack of career opportunities are considered what kind of stressors? a. institutional stressors b. situational stressors c. personal stressors d. company stressors

False

Drinking soda or coffee or eating chocolate can help you sustain energy level and maintain an even temperament.

True

During your presentation, if answering questions and throwing off your timing is a concern, ask your audience to please hold their questions until the end. If you do answer questions as they are asked, remember to answer the question asked and only the question asked. Resist the temptation to go off on a tangent.

True

Eustress is a healthy form of stress that helps keep you motivated and enables you to feel some sense of accomplishment.

True

Exercise provides a great way of releasing a great deal of the muscle tension that can accumulate from stress, so try to fit in exercise sometime during the day.

True

Failing to plan ahead is a common contributor to people's stress.

C

For large projects, you should create a _____________, which is a task-oriented breakdown of the work to be done. a. project plan b. task list c. work breakdown structure d. milestone chart

A

For stress to be a positive part of life, it must be ______. a managed b. eliminated c. worked around d. ignored

True

Gantt charts are often used to illustrate project schedules.

True

Good budgeting ensures that the money allocated for a particular project does not run out before the project is completed.

True

ITIL defines a known error as a problem that has a documented root cause and a workaround.

False

Identifying the sources of stress in you life will make the stress go away.

A

If a prospective service desk candidate doesn't have service experience, which prior job experience would most likely be considered relevant? a. teaching b. accounting c. financial analysis d. general contracting

False

In its simplest form, a cost benefit analysis uses financial costs and intangible benefits.

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.

False

It doesn't matter whether you skip meals or eat to much; what is important is that you eat healthy food when you do eat.

True

It is much more important to care for your physical well-being than it is to care for your mental health.

C

Justifying improvement initiatives typically involves stating the expected benefits in the form of goals or objectives and expressing those goals as what? a. benchmarks b. baselines c. metrics d. tangibles

A

Knowledge of what would be considered service industry knowledge? a. customer service and support industry b. financial practices c. engineering d. software development

False

One of the best ways to design a presentation is to begin with a flowchart.

A

One of the tips for mastering change is to recognize _______ as the labor of the Information Age. a. learning b. responding c. adapting d. technology

True

One way to reduce stress is to commit yourself to relaxation. Perform an activity that leaves you free of tension and refreshed both physically and mentally.

False

One way to reduce stress is to not set any goals at all.

True

People working on a service desk cannot control the number of contacts that they will receive on any given day. When you cannot control what happens around you or what other people do, you can choose whether or not to expose yourself to a stressor. Service desk analysts can be prepared for that variable contact by being focused and organized.

D

Skills that are unique to the profession that the service desk supports, such as accounting or banking skills, are called _______. a field expertise b. service knowledge c. subject matter knowledge d. industry knowledge

False

Solving incidents efficiently and effectively simply means searching a knowledge base for known solutions and applying the correct one.

False

Stress is not normal and should be avoided at all costs.

False

Stressors common to the service desk setting, such as interruptions and handling multiple priorities, are called repetitive stressors.

True

Studies indicate that a high percentage of technical incidents are recurring in nature.

True

Success in today's business world belongs to the people who embrace change and who are ready and willing to reinvent themselves as needed to contribute to the company's goals.

False

The drawbacks to project management skills is that they don't provide you with the ability to proactively identify issues and communicate concerns that may affect the outcome of your efforts.

False

The period of time over which the benefits of an investment are received is known as the investment period.

False

The project charter serves as an agreement between the customer of the project and the supplier about the project's end product.

False

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

True

The two best ways to cope with deadlines are to clearly define the work to be done and then be realistic about what you can accomplish each day, week, and year.

False

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

False

Typically, people with strong technical skills are assigned the role of project manager, because they also have strong managerial skills.

C

What is the most important step you can take in terms of coping with stress and avoiding burnout? a. Acknowledge that you are the victim b. Realize that there is nothing you can do c. Accept responsibility for the stress you are experiencing d. Allow yourself to get mad and vent

D

When an improvement project begins, you should capture a _____________, or starting point, that can be used to demonstrate the success of your improvement efforts. a. benchmark b. zero point c. metric d. baseline

D

When designing a presentation, which is correct? a. For some audiences, visual aids may be the only content you need to present. b. It is better not to anticipate questions that your audience may ask, as your answers may appear rehearsed. c. Preparing a timeline ensures that the presentation you design can be completed within the allotted time frame. d. Both B and C.

False

When making a presentation, the "one size fits all" approach applies. Your presentation should be designed so that it applies to all types of audiences; technical and non-technical, management and non-management.

C

Which is a key factor that affects how people respond to stress? a. How much control a person has over a stressor b. Whether or not a person chooses to be exposed to a stressor c. Both A and B d. Neither A nor B

D

Which is a report that describes the business reasons that a change is being considered, along with its associated costs, benefits, and risks? a. an ROI report b. a cost-benefits analysis report c. a project d. a business case

B

Which is a way to improve the ergonomics of your work space? a. Place the monitor as far away as you can so that you can still see it clearly b. Place the keyboard so that your wrists are straight and not resting on a hard surface c. Raise you chair so that your feet dangle slightly and will not fall asleep d. All of the above.

D

Which is an intangible characteristic? a. customer satisfaction b. employee satisfaction c. efficiency d. Both A and B

C

Which is important in today's world? a. Make sure your work is perfect, even if it takes longer to do it. b. Try to avoid change c. Develop project management skills d. All of the above

C

Which is true about a BOD? a. It should be completed just before an analyst leaves for the day b. It varies each and every day c. It should be completed early in the day before an analyst starts taking calls or greeting customers d. It should be started early in the morning and worked on throughout the day

C

Which is true about a presentation's objective? a. Objectives are typically 5-10 sentences long. b. Presentations are preferred over memos to meet your objective. c. Objectives enable you to set and manage your audience's expectations d. Both B and C.

D

Which is true about projects? a. All projects require a team. b. The project overview is a summary document that describes the project, its objectives, and how the objectives are to be achieved. c. The project stakeholder is responsible for ensuring that the project is aligned with the organization's business goals. d. One of the project manager's most important responsibilities is developing and maintaining the project plan.

C

Which kind of stressors do you have the greatest ability to influence? a. institutional stressors b. situational stressors c. personal stressors d. company stressors

C

Which kind of stressors may include a tough commute to work or being tired from your physical fitness regiment? a. institutional stressors b. situational stressors c. personal stressors d. company stressors

D

Which may be considered a project? a. installing a new computer b. moving an office c. creating a set of new FAQs d. All of the above.

B

Which process is performed to determine why incidents are occurring so steps can be taken to prevent similar incidents from occurring in the future? a. trend analysis b. root cause analysis c. symptom analysis d. cost benefit analysis

False

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

True

A good service desk motto to remember is, "Keep the customer informed, keep the customer!"

True

A positive attitude is a key characteristic of professionalism, and your attitude is your choice.

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.

True

A target escalation time is a time constraint placed on each level that ensures incident resolutions activities are proceeding at an appropriate pace.

D

After diagnosing an incident and identifying the correct probable source, ________ might be included in developing a course of action. a. consulting online resources b. escalating the incident to a level two service provider c. delivering a solution d. All of the above

A

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 __________. a. follow-through b. diligence c. follow-up d. responsiveness

A

As technical professionals advance to team leader or supervisory positions, they should be able to use techniques such as ________, to compare two or more potential solutions to determine an optimum solution. a. cost benefit analyses b. return on investment calculations c. feasibility studies d. business cases

A

Best practice frameworks such as ___________ help organizations establish customer-focused processes and technologies in an effort to minimize difficult situations. a. ITIL b. ISO 20K c. ERP d. HDI

D

Comparing the service desk's performance metrics and practices to those of another service desk in an effort to identify improvement opportunities is called ___________. a. phone call b. email c. chat d. walk-up

D

During incident resolution, when is customer notification appropriate? a. If the target resolution time will not be met. b. If the customer was dissatisfied with earlier solutions c. If the incident has a high priority and justifies frequent status updates. d. All of the above.

A

During incident resolution, when is management notification appropriate? a. When the required resources are not available to determine or implement a solution. b. When the incident is reported. c. If the status of the incident changes d. All of the above

True

Even the most dissatisfied customers will continue doing business with a company if their incidents and complaints are consistently handled quickly and cheerfully.

False

Examples of status data are incident status, person or group assigned, date and time assigned, and details describing how an incident was resolved.

False

If you are upset after a call, it is best to answer call as quickly as possible to clear your head. If you take a break, it is more likely the negative thoughts will remain through further calls.

True

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.

A

If you cannot restate the customer's incident in his own words, it is acceptable to __________. a. paraphrase the incident and ask the customer to verify your understanding of the situation b. transfer the incident to an analyst with more experience c. assume that you have correctly gathered the required information and begin trying to resolve the incident d. All of the above.

False

If you have reported a customer complaint to management once, there is no need to report it again.

False

If you want to justify replacing a desktop computer with a laptop, you should perform a return on investment analysis.

B

In the incident management process, __________, such as "When will my equipment arrive?", are typically handled by the service desk. a. questions b. inquiries c. incidents d. known questions

True

One excellent diagnostic tool is a digital agent, a software routing that performs an action when a specified event occurs. It can interact with customers to provide solutions, take customers on a tour of a company's web site, or escalate customers from self-services to assisted service channels.

True

One of the benefits of asking customers questions when trying to diagnose an incident is that you will gain insight about the customer's skill level.

False

One of the most important reasons that level two service providers must know how busy the service desk analysts are, is so that level two can correctly set the customers' expectations in terms of incident resolution.

True

One way to improve your ability to provide good service is to pay attention when you are the customer. For example, how does it feel to talk to an analyst who seems overworked or tired?

False

People experience the same degrees of anger and become angry at the same rate.

False

Positive picturing is the act of using mental pictures to influence your thinking in a positive way.

True

Research shows that the immune system breaks down when we do not handle stress well.

False

Self confidence is the act of using words to influence your thinking in a positive way.

True

Some companies establish standards that determine what technologies customer use, which influence what technologies the service desk supports along with what resources the service desk can use to simulate incidents.

True

Some incident resolutions, such as completely replacing a piece of equipment, may need a request for change to be generated. A company's change management process will dictate whether a request for change must be generated.

D

The "R" in RSI stands for ______________. a. relaxation b. realistic c. reaction d. repetitive

C

The __________ is the most basic reason for an undesirable condition. a. problem b. incident c. root cause d. fault

True

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

B

The objectives of _____________ are to minimize the impact of incidents, eliminate recurring incidents, and prevent problems and their resulting incidents form occurring. a. incident management b. problem management c. root cause analysis d. Both A and B.

A

The objectives of ____________________ is to restore service as quickly as possible. a. incident management b. problem management c. root cause analysis d. Both A and B.

False

Time wasters are activities that take up time and do not add value to the work that you perform

False

To minimize scope deviation, many companies have a project change control process in place for reviewing and approving scope changes.

False

To understand customer behavior, you must strive to sympathize with what customers are experiencing.

C

To win over a difficult customer, what should an analyst do? a. Listen to the customer passively. b. Answer the call as quickly as possible, even if the analyst is not ready. c. Restate the situation and gain customer agreement. d. Let the customer control the call.

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.

False

Typically, companies strive to place most of the emphasis on tangible, rather than intangible, goals.

C

What is common injury that affects the hands and wrists and is linked to repetitions hand movements, such as typing on a keyboard? a. bursitis b. tendonitis c. carpal tunnel syndrome d. fatigue

A

What is the system, network, or product that is most likely causing an incident called? a. probable source b. root cause c. symptom d. Both A and B.

B

What should you do if a customer is furious because he cannot access his data and is in danger of missing a deadline? a. Take responsibility for the customer missing his deadline. b. Acknowledge the fact that the customer is upset. c. Politely tell the customer that he should have started his work earlier. d. Both A and B.

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.

D

Which is a benefit of establishing technology standards? a. Organizations will be able to sustain a more complex environment, which results in service providers and customers gaining an excellent range of expertise in numerous areas. This also puts the company in an excellent position as new technology becomes available, as analysts have an excellent base of knowledge. b. Effective training programs can be developed because there are fewer systems. The training is more efficient and effective, so customers have fewer questions and inquiries, and the service desk can quickly handle questions and inquiries that do occur. c. The company is positioned to take advantage of state-of-art technology. Allowing customers to use any system they want often makes it difficult for a company to implement new technology and may not fit the long-term needs of the company. The standards committee stays on top of industry trends and selects systems that will benefit the company now and into the foreseeable future. d. Both B and C.

B

Which is a diagram that shows the sequence of tasks that occur in a process? a. grid b. flowchart c. procedure d. problem solving guide

A

Which is an activity in the problem management process but not in the incident management process? a. root cause analysis b. identification c. investigation and diagnosis d. resolution

C

Which is an example of using positive imagery? a. Drawing a funny picture on a notepad. b. Imaging yourself in a bitter one-on-one battle with your customer. c. Replacing an image of an angry customer with someone you love. d. Mentally telling yourself that you know how to successfully handle this situation.

A

Which is the first step in the incident management process? a. identification b. investigation c. diagnosis d. logging

B

Which is true about the relationship between time and management skills? a. People who use their time wisely feel stressed at the end of a day, because there are still open items b. Decisions that result in wasted time can lower self-esteem and increase stress c. Doing things yourself will lower stress, because things will be done correctly. d. They are not related at all

D

Which is true about using calming techniques to handle difficult situations? a. Difficult situations arise outside of work too; practice calming techniques whenever the opportunity arises. b. Review a difficult call at a later time to see how you could have handled it better. c. Role-play a difficult situation with another analyst. d. All of the above

A

Which is true when coping with deadlines? a. Do not put off tasks until the last minute b. Always schedule your most important work first in the morning c. Handle your work on the "first come, first served" basis d. All of the above

D

Which will help you eliminate time robbers? a. Avoid distractions like letting the travel department make your reservations; it's faster to do it your own. b. Always figure things out on you own; other analysts are busy too c. Handle recurring tasks manually; they don't take much time d. Suggest constructive ways to make improvements

B

Which will help you to unwind after a stressful situation? a. coffee b. nuts c. chocolate d. tea

A

Which would be best to show how parts relate to the whole? a. pie chart b. line chart c. bar chart d. Gantt chart

A

Which would most likely be used to link customer records to incident records? a. employee number b. incident type c. incident description d. customer department

True

While a service desk analyst cannot control a customer's behavior, he can control his response to that behavior and develop skills to handle difficult situations.

True

You can minimize the effects of stress by managing how you respond.

False

job trading involves working side-by-side with another person in an effort to understand and potentially learn that person's job.

False

Customer management skills are skills such as stress and time management, getting and staying organized, and quickly learning new skills.

True

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

D

If a customer reports an incident that is not really an incident, such as requesting a change in how a product functions, what should a service desk analyst do? a. Resolve the incident b. Resolve the incident, log an RFC and close the incident only when the change is completed. c. Open an RFC and simply close the incident with a reference to the RFC d. Each company must decide how to handle this situation

False

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

True

If people are exposed to stress for long periods of time and are not able to manage this stress day-in and day-out they often experience burnout.

B

Which is true? a. Root cause analysis is an important step in the incident management process. b. Until the root cause of incidents is identified and eliminated, it is likely that the customer will continue to experience incidents.

A

Which is true? a. Service desks that use trend and root cause analysis proactively are able to justify and acquire the resources they need, when they need them. b. Trend analysis is more difficult than root cause analysis, so not all companies evaluate trends. c. Service desks that use trend and root cause analysis only reactively are typically very successful at handling incidents efficiently and effectively.

True

It is important to restate the customer's situation and gain agreement prior to working on the incident because fixing the wrong incident or failing to resolve it in the time frame the customer expects will just make the situation worse.

True

Cost per contact is the total cost of operating a service desk for a given time period divided by the total number of contacts received during that time period.

False

In an effort to answer more calls, analysts should write customer and incident data on a piece of paper during the contact and then log the information in the incident management system later in the day, when it's less busy.

D

In which step in the incident management process is an incident categorized and assigned a priority? a. identification b. investigation c. diagnosis d. logging

B

Incident management is known as a(n) ___________ process, because the customer who reports an incident must accept the solution before the incident can be closed. a. customer focused b. closed loop c. open loop d. proactive

False

Incident ownership typically means that an analyst must develop and implement the solutions to all the incidents they own.

False

Is it important to know who is at fault in difficult customer situations, so they can be prevented in the future.

True

It is important to remember that difficult customer situations are the exception, not the rule.

C

Labor and benefits usually represent how much of a service desk's overall costs? a. 20% to 30% b. 40% to 60% c. 60% to 80% d. 70% to 90%

A

Resisting the temptation to shout back at a customer who shouts at you is an example of which technique for staying in control? a. Learning to respond, not react b. Staying calm under pressure c. Getting ready for your next call d. Improving concentration

True

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

C

Typically, what does the left side of the brain handle? a. emotion b. sense of humor c. linear thinking d. creativity

B

Typically, what does the right side of the brain handle? a. memorized data b. versatility c. logical thinking d. All of the above

A

Upon perceiving a stressful event, our mind triggers an alarm that mobilizes our body for action. These physiological changes are known as ________. a. fight-or-flight reaction b. distress c. eustress d. reflexes

C

Verifying that the customer's incident has been resolved to the customer's satisfaction and hasn't recurred is an example of ___________. a. follow-through b. active listening c. follow-up d. responsiveness

A

What do many service desks use to set customer expectations? a. SLAs b. QBEs c. SBRs d. Service Desk Analyst Guides

B

What does "letting a customer vent" mean? a. Listen to him passively b. Let the customer state any points he has written down. c. Make sure you understand the situation even if it means constantly interrupting the customer. d. Both A and B.

D

What should you do when you are listening actively to an irate customer describing his incident or complaint? a. Listen for the central theme of the customer's incident or complaint b. Try not to get bogged down by angry words or exaggerated statements c. Let the customer know that you will do all that you can to help. d. All of the above

D

What should you do when you are listening to an irate customer describing his incident? a. Take notes and be prepared to restate the customer's incident or complaint. b. Nod your had or use a verbal nod of the head to let the customer know you are listening. c. Incorporate encouraging verbal phrases at appropriate points in the conversation. d. All of the above.

A

When dealing with angry or abusive customers, which is the best course of action? a. Be aware of your company's policies regarding these types of issues. b. Transfer the customer to an analyst who doesn't get upset easily. c. Handle the customer as you see fit, even if it means threatening legal action. d. Hang up the phone immediately and make notes accordingly in the incident record.

True

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

True

When multiple groups are involved in solving an incident or problem, processes and procedures provide the framework that enables each group to understand what to do and how to do it.

D

When rehearsing your presentation, what is important to remember? a. If you are an experienced speaker, there is no need to rehearse your presentation. b. It is better to have your presentation run a little bit long than a little short. Typically you speak faster when actually presenting , so you will make up the time. c. Memorizing a presentation is often key to enabling inexperienced speakers deliver a perfect presentation. d. When rehearsing, note where you should be at the halfway point of your allotted time. That way, if you are ahead, you can add another example or two, or if you are behind, you can pick up the pace.

B

When trying to calm yourself by taking a deep breath, what should you do? a. breathe in through your mouth b. breath in through your nose c. not worry if the customer hears or sees you breathing deeply d. Both A and C

True

When trying to provide good customer service, it is important to remember that even bad news is better than no news at all.

D

When working for a bad boss, use the opportunity to __________. a. Focus on the goals of your company b. Make yourself as marketable as possible c. Commit yourself to your personal goals and relaxation d. All of the above

C

When you cannot control a situation, you can ______. a. change the situation b. control the way you respond to the situation c. Both A and B d. Neither A nor B

False

Whether you are interacting on the phone or face-to-face, the customer will most likely notice if you exhibit symptoms of being upset or angry.

A

Which calming technique also helps you keep up your energy and retain a positive attitude? a. Taking a deep breath. b. Counting to ten. c. Using mental pictures to influence your thinking in a positive way. d. Using words to influence your thinking in a positive way.

B

Which is comparable to the practice of "counting to three" before you speak? a. taking a deep breath b. sipping water c. using positive imagery d. using positive self-talk

D

Which is included in both a detailed and a short incident description? a. the results a customer expects b. the steps the customer took to get results c. the history or pattern of the incident d. the actual results a customer is experiencing

C

Which is the first step when handling difficult customer situations? a. Let the customer vent. b. Listen actively c. Get focused. d. Acknowledge the customer's emotional state.

D

Which is true about customers? a. Some customers may teach analysts a thing or two. b. Some customers may collaborate with an analyst to resolve an incident. c. Some customers may be unrealistic and insist that analysts resolve their needs as soon as possible. d. All of the above.

D

Which is true about irate customers? a. Some customers will become irate even if you have done your very best. b. Customers typically start out being irate. c. Your challenge is to ensure that your actions do not drive customers to their irate state. d. Both A and C.

A

Which is true about project management skills? a. They provide you with the ability and attend to details, while at the same time staying focused on the big picture b. Only people who work on large projects or develop new systems need project management skills c. Good project management skills can be developed very quickly and are highly transferable d. They are not transferable, as each company has their own way of managing projects

D

Which is true about stress? a. Too little stress can lead to boredom b. Too much stress can lead to anxiety and panic c. Practicing stress reduction techniques can eliminate stress altogether d Both A and B

D

Which is true about the left and right sides of the brain? a. In most people, one side of the brain is dominant. b. Left-brained people must learn to acknowledge emotion. c. Right-brained people may tend to become emotional fairly quickly in a difficult situation. d. All of the above.

B

Which is true about using checklists to help diagnose incidents? a. Checklists should contain only complex questions that are easy for analysts to forget b. Level two or three analysts may assist with or actually develop checklists for service desk analysts. c. All checklist questions should be asked each and every time a customer reports an incident. d. Checklists should always be in paper format for easy accessiblity.

C

Which is true when handling difficult email messages from customers? a. Like phone calls, you should respond instantaneously to emails. This will let the customer know that you are ready to resolve his situation. b. If the customer's email is unclear, reply with the solution to the most likely incident. The customer will let you know if the incident is resolved. c. If you are in doubt about the appropriateness of your response, have a coworker or manager review both yours and the customer's email. d. All of the above.

B

Which is true? a. CIOs and hiring managers do not expect technical professionals to possess business skills. b. Some business skills can be acquired by observing and inquiring about the activities that occur where you work. c. CIOs and hiring managers do not expect technical professionals to think like business people. d. All of the above.

D

Which is true? a. Persistence is an excellent quality for service desk analysts as it allows them to find permanent solutions and eliminate incidents. b. By analyzing trends and eliminating root causes of problems, analysts can help reduce the number of incidents. c. Problem solving is an innate skill that can be improved with practice. d. All of the above.

A

Which is true? a. The root cause is not recorded in the incident record. When justified, a problem record is created and used to investigate and eliminate the root cause. b. When found, the root cause is recorded in the incident record and linked to associated problem records. c. The root cause is recorded in the problem record and also in all associated incident records. d. The root cause is recorded in the change record and linked to all associated incident and problem records.

D

Which is true? a. Typically, only highly skilled statisticians perform trend and root cause analysis. b. Ultimately, customers prefer that incidents be prevented. c. Without accurate data captured by service desk analysts, problem management is not possible. d. Both B and C.

D

Which symbol represents the end or stopping point of a process in a flowchart? a. a square b. a diamond c. a triangle d. an oval

A

Who has ultimate authority over a project? a. project sponsor b. project owner c. project stakeholder d. project manager

D

Why are clearly defined and documented processes and procedures critical to handling incidents and problems? a. They ensure critical data are gathered. b. They ensure important problem-solving steps are not forgotten. c. They ensure incidents and problems are handled in a consistent manner. d. All of the above.

A

Working for a nonprofit company that lacks financial resources or working for a start-up company that lacks the infrastructure and discipline found in mature companies can be considered what kind of stressors? a. institutional stressors b. situational stressors c. personal stressors d. company stressors

True

You have a greater ability to influence situational stressors by developing a positive attitude and skills.

True

You have very little ability to influence institutional stressors.

A

_______ is one of the first signs of dehydration. a. Fatigue b. Irritability c. Nervousness d. Stuttering

C

___________ is a technique which involves defining and describing the problem, establishing possible causes, testing the most probable cause, and verifying the true cause. a. Cause and effect analysis b. Pareto analysis c. Kepner-Tregoe problem analysis d. Brainstorming

B

_____________ is a technique for determining the most significant causes from a list of many possible causes of a problem and involves producing a bar chart that displays, in descending order, the possible causes of a problem. a. Cause and effect analysis b. Pareto analysis c. Kepner-Tregoe problem analysis d. Brainstorming

B

_______________ are the rules and standards that govern the conduct of a person or group of people. a. Moral codes b. Ethics c. Governing policies d. Mores