Question 1

Which is true about internal service desks?

Accepted Answer

A) They should strive to provide unlimited customer service. 
B) They tend to be underfunded. 
C) They tend to charge for their services. 
D) They cost more to run than external service desks. 
A) They should strive to provide unlimited customer service. 
B) They tend to be underfunded. 
C) They tend to charge for their services. 
D) They cost more to run than external service desks. B

Question 2

Service desks typically hand off more incidents to other groups than traditional help desks do.

Accepted Answer

A) True 
 B)False  False

Question 3

A service desk with eight people is considered ____.

Accepted Answer

A) small 
B) normal 
C) medium 
D) multi-level 
A) small 
B) normal 
C) medium 
D) multi-level A

Question 4

Large service desks typically operate as one large team, as it is easier to manage incoming calls this way.

Accepted Answer

A) True 
 B)False

Question 5

In a multi-level support model, external vendors are typically ____.

Accepted Answer

A) level 0 
B) level 1 
C) level 2 
D) level 3 
A) level 0 
B) level 1 
C) level 2 
D) level 3

Question 6

Which is a challenge that small service desks face?

Accepted Answer

A) They tend to be informal and therefore very reactive. 
B) They typically don't use technology to log and manage incidents. 
C) They are process dependent, which makes it stressful for analysts. 
D) Analysts don't have the opportunity to broaden their base of skills. 
A) They tend to be informal and therefore very reactive. 
B) They typically don't use technology to log and manage incidents. 
C) They are process dependent, which makes it stressful for analysts. 
D) Analysts don't have the opportunity to broaden their base of skills.

Question 7

In a multi-level support model, service desks require three levels of support to be efficient and effective.

Accepted Answer

A) True 
 B)False

Question 8

Which is true about outsourcing service desk services?

Accepted Answer

A) Companies are now realizing that when they outsource certain services that they do not outsource their customers and must rigorously measure and manage their supplier's performance. 
B) One of the important aspects of the HDI's 2012 Practices and Salary Survey Report is that outsourcing really is an "all or nothing" business strategy and can be considered a permanent strategy. 
C) The main reason that companies outsource some or all services is because they are unwilling to make the capital investments required to deliver competitive service desk services. 
D) According to HDI's 2012 Practices and Salary Survey Report, only 10 percent of companies do not outsource services at all and have no plans to outsource. 
A) Companies are now realizing that when they outsource certain services that they do not outsource their customers and must rigorously measure and manage their supplier's performance. 
B) One of the important aspects of the HDI's 2012 Practices and Salary Survey Report is that outsourcing really is an "all or nothing" business strategy and can be considered a permanent strategy. 
C) The main reason that companies outsource some or all services is because they are unwilling to make the capital investments required to deliver competitive service desk services. 
D) According to HDI's 2012 Practices and Salary Survey Report, only 10 percent of companies do not outsource services at all and have no plans to outsource.

Question 9

____ service desks must communicate to customers what they should do and who they should contact when incident symptoms are unclear.

Accepted Answer

A) Follow the sun 
B) Virtual 
C) Decentralized 
D) Remote 
A) Follow the sun 
B) Virtual 
C) Decentralized 
D) Remote

Question 10

Which is true?

Accepted Answer

A) Service Level Agreements are only used with external service desks; internal service desks do not need them. 
B) Service Level Agreements outline the services that the service desk will provide to the customers; Customer Agreements outline the customer's responsibilities. 
C) Service Level Agreements spell out the services the service desk will provide to the customer, the customer's responsibilities, and how the service performance will be measured. 
D) Customers write Service Level Agreements to ensure that they include all services they want supported and the corresponding time frames for that support. 
A) Service Level Agreements are only used with external service desks; internal service desks do not need them. 
B) Service Level Agreements outline the services that the service desk will provide to the customers; Customer Agreements outline the customer's responsibilities. 
C) Service Level Agreements spell out the services the service desk will provide to the customer, the customer's responsibilities, and how the service performance will be measured. 
D) Customers write Service Level Agreements to ensure that they include all services they want supported and the corresponding time frames for that support.

Question 11

The services that an external service desk provides are typically determined by a warranty or legally binding contract.

Accepted Answer

A) True 
 B)False

Question 12

A best practice is for a company to only have one internal service desk to provide a single point of contact for customers.

Accepted Answer

A) True 
 B)False

Question 13

Since formal training for users and service desk staff is a significant expense, it is wise to try to do as much training as you can in an informal manner.

Accepted Answer

A) True 
 B)False

Question 14

Profit center service desks are under increasing pressure to analyze and control their costs, market the value of their services, and without alienating customers, charge a premium for "customized" services; however, cost center service desks are not under these same pressures.

Accepted Answer

A) True 
 B)False

Question 15

Which is true about customer relationship management (CRM)?

Accepted Answer

A) Both internal and external service desks should engage in CRM initiatives to ensure optimal levels of customer service. 
B) It focuses on performing customer satisfaction surveys and updating Service Level Agreements to reflect new service levels. 
C) It involves using customer contact and relationship information to generate additional sales and increase levels of customer service and retention. 
D) It assigns dedicated account specialists to accounts and enables organizations to ensure higher levels of customer service. 
A) Both internal and external service desks should engage in CRM initiatives to ensure optimal levels of customer service. 
B) It focuses on performing customer satisfaction surveys and updating Service Level Agreements to reflect new service levels. 
C) It involves using customer contact and relationship information to generate additional sales and increase levels of customer service and retention. 
D) It assigns dedicated account specialists to accounts and enables organizations to ensure higher levels of customer service.

Question 16

The term technical center is being used increasingly to refer to a call center that uses technologies such as e-mail and the Web in addition to the telephone to communicate with its customers.

Accepted Answer

A) True 
 B)False

Question 17

Some smaller companies act as one-stop-shops, which means that the service desk is fully responsible for resolving all incidents and service requests, even if they need to do extensive research or even programming changes.

Accepted Answer

A) True 
 B)False

Question 18

Instead of rejecting out-of-scope requests, underfunded IT service desks often direct the customer to another source that can help.

Accepted Answer

A) True 
 B)False

Question 19

____ distribute digital media files over the Internet to personal computers and portable media players, are a form of training, and are used by students to deliver assignments.

Accepted Answer

A) Podcasts 
B) Webcasts 
C) Webinars 
D) CBTs 
A) Podcasts 
B) Webcasts 
C) Webinars 
D) CBTs

Question 20

External service desks may perform pre- and post-sales support; typically internal service desks don't provide this type of service.

Accepted Answer

A) True 
 B)False

Which is true about internal service desks?

Service desks typically hand off more incidents to other groups than traditional help desks do.

A service desk with eight people is considered ____.

Large service desks typically operate as one large team, as it is easier to manage incoming calls this way.

In a multi-level support model, external vendors are typically ____.

Which is a challenge that small service desks face?

In a multi-level support model, service desks require three levels of support to be efficient and effective.

Which is true about outsourcing service desk services?

____ service desks must communicate to customers what they should do and who they should contact when incident symptoms are unclear.

Which is true?

The services that an external service desk provides are typically determined by a warranty or legally binding contract.

A best practice is for a company to only have one internal service desk to provide a single point of contact for customers.

Since formal training for users and service desk staff is a significant expense, it is wise to try to do as much training as you can in an informal manner.

Profit center service desks are under increasing pressure to analyze and control their costs, market the value of their services, and without alienating customers, charge a premium for "customized" services; however, cost center service desks are not under these same pressures.

Which is true about customer relationship management (CRM)?

The term technical center is being used increasingly to refer to a call center that uses technologies such as e-mail and the Web in addition to the telephone to communicate with its customers.

Some smaller companies act as one-stop-shops, which means that the service desk is fully responsible for resolving all incidents and service requests, even if they need to do extensive research or even programming changes.

Instead of rejecting out-of-scope requests, underfunded IT service desks often direct the customer to another source that can help.

____ distribute digital media files over the Internet to personal computers and portable media players, are a form of training, and are used by students to deliver assignments.

External service desks may perform pre- and post-sales support; typically internal service desks don't provide this type of service.

Introduction to Service Desk Concepts

The People Component: Service Desk Roles and Responsibilities

The Process Component: Service Desk Processes and Procedures

The Technology Component: Service Desk Tools and Technologies

The Information Component: Service Desk Performance Measures

The Service Desk Setting

Customer Support As a Profession

Filters

Exam 2: Service Desk Operations

Which is true about internal service desks?

Service desks typically hand off more incidents to other groups than traditional help desks do.

A service desk with eight people is considered ____.

Large service desks typically operate as one large team, as it is easier to manage incoming calls this way.

In a multi-level support model, external vendors are typically ____.

Which is a challenge that small service desks face?

In a multi-level support model, service desks require three levels of support to be efficient and effective.

Which is true about outsourcing service desk services?

____ service desks must communicate to customers what they should do and who they should contact when incident symptoms are unclear.

Which is true?

The services that an external service desk provides are typically determined by a warranty or legally binding contract.

A best practice is for a company to only have one internal service desk to provide a single point of contact for customers.

Since formal training for users and service desk staff is a significant expense, it is wise to try to do as much training as you can in an informal manner.

Profit center service desks are under increasing pressure to analyze and control their costs, market the value of their services, and without alienating customers, charge a premium for "customized" services; however, cost center service desks are not under these same pressures.

Which is true about customer relationship management (CRM)?

The term technical center is being used increasingly to refer to a call center that uses technologies such as e-mail and the Web in addition to the telephone to communicate with its customers.

Some smaller companies act as one-stop-shops, which means that the service desk is fully responsible for resolving all incidents and service requests, even if they need to do extensive research or even programming changes.

Instead of rejecting out-of-scope requests, underfunded IT service desks often direct the customer to another source that can help.

____ distribute digital media files over the Internet to personal computers and portable media players, are a form of training, and are used by students to deliver assignments.

External service desks may perform pre- and post-sales support; typically internal service desks don't provide this type of service.

Introduction to Service Desk Concepts

The People Component: Service Desk Roles and Responsibilities

The Process Component: Service Desk Processes and Procedures

The Technology Component: Service Desk Tools and Technologies

The Information Component: Service Desk Performance Measures

The Service Desk Setting

Customer Support As a Profession

Filters