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