Exam 1: Introduction to Service Desk Concepts

During the 2010s, changes to the service desk include analysts needing to become skilled at working with vendors to isolate and determine the root cause of incidents and problems and remotely handling many of the traditional field services group's responsibilities.

Where was ITIL developed?

In the early 1990s, help desks began to assess their efficiency and effectiveness by creating metrics and measuring customer satisfaction levels. This demonstrated their contribution to an organization's bottom line.

Completion -Today, the service industry makes the distinction that a customer buys products and services, while a(n) _______ consumes products or services.

Off-the-shelf products are ____.

IT service management (ITSM) is a discipline for managing IT services that focuses on the quality of those services and the relationship that the IT service provider has with its customers.

Today's environment, where people have access to their information and computing systems from public shared access points, is called anywhere computing.

Skills such as customer service skills, listening skills, and verbal communication skills are all considered ____ skills.

Web 2.0 is a concept that emphasizes enabling web users to interact, collaborate, and generate content, rather than passively view content created by others.

As the computer industry has evolved, the concept of technical support has moved from a narrow focus on fixing technical problems to a much more comprehensive focus on supporting customers and helping them use technology to achieve business goals.

Which is the best example of a service request?

In the 1970s, vendors tried to encourage customers to "screen" problem calls before calling the vendor in order to ____.

The process of negotiating and managing customer expectations is called ____.

Recent Gartner Group studies indicate that the number of companies supporting corporate applications on personal devices is declining because of security and liability issues.

Anywhere computing involves delivering hosted services over the Internet.

When did US companies begin adopting ITIL and the service desk concept, versus the traditional help desk concept?

When was the definition of technical support expanded to include customer support?

Most companies now have fully proactive service desks.

Processes describe how to perform tasks in a procedure.

Large software companies often use ____ as they hire people from countries in another part of the world.