Final Exam Review Questions Fall 2023

Typically a service desk's mission has no relationship to an overall company mission.

False

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

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

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.

True

If a prospective service desk candidate doesn't have service experience, which prior job experience would most likely be considered relevant?

teaching

Typically, what does the right side of the brain handle?

versatility

Which is true about teams?

Each of the team player styles discussed in this chapter serves a purpose and stands out in different times during the stages of a team's growth.

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

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

False

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

False

Which is the first step when handling difficult customer situations?

Get focused.

What does "letting a customer vent" mean?

Let the customer state any points he has written down.

When designing a presentation, which is correct?

Preparing a timeline ensures that the presentation you design can be completed within the allotted time frame.

As technical professionals are often involved in projects such as hardware or software releases, an understanding of project management concepts makes them effective team members.

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

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

True

Groupware is technology that enables multiple users to work together on related tasks and includes document sharing systems, project management systems, wikis, and knowledge management systems.

True

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

True

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

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

sipping water

Which is true?

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

When dealing with angry or abusive customers, which is the best course of action?

Be aware of your company's policies regarding these types of issues.

If you are upset after a call, it is best to answer another 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.

False

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

Taking a deep breath.

According to the Tuckman Teamwork Model, during which stage are the team members on their "best behavior" and trying to avoid conflict?

forming

Which is the first step in the incident management process?

identification

Which is true?

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.

Today's technical professionals are being challenged to ensure that a company's technology enables its employees and customers to achieve their business goals.

True

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

True

For large projects, you should create a _____, which is a task-oriented breakdown of the work to be done.

work breakdown structure