Exam 1: Introduction to Service Desk Concepts

The term "help desk" was coined by ____.

In order to streamline support, today's service desks typically provide one channel for customers to request service.

Completion -ITIL defines a(n) _______ as an unplanned interruption to an IT service or a reduction in the quality of an IT service.

Completion -The "D" in BYOD stands for _______.

____ is the perceived worth, usefulness, or importance of a product or service to a customer.

A user not calling the service desk and instead asking his coworker for help is known as ____ support

Delivering walk-up support services is considered a best practice, and large companies typically offer this type of support.

There is not currently much of a career opportunity in the field of customer service and technical support.

Since developers are usually the best technical resources, they should be on the front line and interact directly with the customers.

Completion -Desktop _______ separates a PC desktop environment from a physical machine using the client-server model of computing.

The purpose of access management is to grant authorized users the right to use a service and to prevent access to nonauthorized users.

Once good processes are established, you do not need to change them.

Completion -The most important and expensive component of the service desk is _______.

The quality movement, a business trend that began in the late 1970s, introduced the concept that a customer can be either internal or external to the company.

____ skills include basic computer and software literacy.

A(n) ____ is based on the use of information technology and supports business processes of the IT service provider's customers.

Completion -ITIL defines a(n) _______ as the cause of one or more incidents.

Above all, service desk employees must understand that the service desk is first and foremost a customer service organization that contributes to a company's bottom line by delivering services that meet the needs of its users.

Which is true of early technical support efforts?

Completion -A(n) _______ is a single point of contact within a company for managing customer incidents and service requests.