Help Desk Chapter 6

Front 1

T or F: In a help desk that uses the multilevel support model, the goal is to handle calls at the lowest possible support level.

Back 1

TRUE

Front 2

In a helpdesk patterned on a multilevel support model, what is the common title of workers at each level?
A.Level 1: assistant; Level 2 : product specialist; Level 3: Programmer; Level 4: Support Manager
C. Level 1:incident screener; Level 2: pruduct specialist; Level 3: technical Support; Level 4: Support Manager

Back 2

Level 1:incident screener; Level 2: pruduct specialist; Level 3: technical Support; Level 4: Support Manager

Front 3

_______ is a well defined, formal workflow that help desk staff followed to solve user problems.

Back 3

Incident management or call management

Front 4

True or false? Every helpdesk incident, no matter what kind, goes to all 12 steps of the incident management workflow described in the chapter, even if some of the steps do not apply.

Back 4

False

Front 5

Of the sequences listed below, which is the correct order of the steps in the incident management workflow: (1) authenticate the incident, (2) archive the incident, (3) log of incident, and (4) prioritize the problem
A. 4-3-1-2
B. 3-1-2-4
C. 1-3-4-2
D. 1-2-3-4

Back 5

1-3-4-2

Front 6

True or false? The percentage of incidents that cannot be resolved or in the incident management workflow is frequently zero

Back 6

False

Front 7

In which category of helpdesk incidence to the following statement fall? "my computer run slowly when I connect to the web in the evenings."
A. A question
B. A Problem
C. a complaint
D. A work order

Back 7

Problem

Front 8

A common strategy for assigning a priority to helpdesk calls is:

A. First in, first out
B. Last in, first out
C. In random order
D. In all were the helpdesk agent prefers

Back 8

First in, first out

Front 9

the incident management step in which a problem is transferred to support its staff member who has greater experience or resources to handle difficult questions is:

A. Assignment

B. Screening

C. Resolution

D. Escalation

Back 9

Escalation

Front 10

A _______ is a waiting line into which incoming calls or problem incidents are placed when they cannot be answered immediately

Back 10

Queue

Front 11

true or false? An automated incident tracking application is primarily useful in a large help desk operation, but it is an unnecessary expense of a small helpdesk operation

Back 11

False

Front 12

true or false? knowledge bases that have special search tools and other helpdesk software features are called smart databases

Back 12

true

Front 13

true or false? The purpose of client feedback features in a help desk software application is to make it easier for managers to terminate support agent with poor customer service skills

Back 13

false

Front 14

A ______ is a telephone system that can answer calls, Greet callers, provide menus, and routecalls

Back 14

Automatic Call distributor

Front 15

true or false? Incident management and call management are two terms that mean the same thing

Back 15

False

Front 16

true or false? The priority code indicates how easy or difficult a dispatcher thinks an incident will be to resolve

Back 16

False

Front 17

_______ is often the result of the personal characteristics of a worker not matching requirements of a support position

Back 17

Job stress

Front 18

An ______ is a collection of interconnected computers with large, Network Storage Devices that hosts cloud computing services over the Internet

Back 18

Server Farm

Front 19

an increasing number of helpdesk incidents are handled:

A. In face to face situations

B. Via a telephone call

C. On a support website

D. using IVR technology

Back 19

On a support website

Front 20

describe a recent trend in helpdesk operation, and briefly explain how will impact helpdesk agents in the future

Back 20

Changes in offshore outsourcing; employer demand for certified workers

Front 21

ITIL is:

A. a set of IT industry best practices

B. a set of IT industry standards

C. A package of software applications

D. An incident management procedure

Back 21

A set of IT industry best practices

Front 22

True or false? Telecommuting is working for an employer full or part time from a home office

Back 22

T