Question 1

In a ____ service desk model, service desk analysts refer incidents they cannot resolve to the appropriate group (internal or external).

Accepted Answer

A) multi-level 
B) virtual 
C) top-down 
D) technical 
A) multi-level 
B) virtual 
C) top-down 
D) technical

Question 2

Some companies have multiple decentralized service desks that support specific products or internal or external customer communities.

Accepted Answer

A) True 
 B)False

Question 3

Which is statement best describes centralized service desks?

Accepted Answer

A) They cost more to operate than decentralized service desks. 
B) All analysts are located in one location. 
C) Analysts typically have higher skill levels and greater ability to resolve incidents. 
D) The goal is to resolve all incidents at the service desk. 
A) They cost more to operate than decentralized service desks. 
B) All analysts are located in one location. 
C) Analysts typically have higher skill levels and greater ability to resolve incidents. 
D) The goal is to resolve all incidents at the service desk.

Question 4

Completion
-The "S" in SME stands for _______.

Accepted Answer

The answer of Completion
-The "S" in SME stands for _______....

Question 5

Completion
-A service desk analyst may need to _______ an incident to level two if it is beyond his/her scope or authority.

Accepted Answer

The answer of Completion
-A service desk analyst may need to...

Question 6

Typically, small companies have small service desks, while large companies have large service desks.

Accepted Answer

A) True 
 B)False

Question 7

According to HDI's 2012 Report, ____ percent of incidents are resolved by the person who initially received the call.

Accepted Answer

A) 59 
B) 69 
C) 79 
D) 89 
A) 59 
B) 69 
C) 79 
D) 89

Question 8

External service desks typically face the same budget and staffing constraints that internal service desks do.

Accepted Answer

A) True 
 B)False

Question 9

A blended call center is a call center that receives incoming calls and makes outgoing calls.

Accepted Answer

A) True 
 B)False

Question 10

Most hardware and software companies have ____ service desks to support their customers.

Accepted Answer

A) external 
B) internal 
C) inbound 
D) blended 
A) external 
B) internal 
C) inbound 
D) blended

Question 11

The service desk model is requiring service desk analysts to have different skills in order to perform tasks such as system and network administration, remote diagnostics, network monitoring, and training.

Accepted Answer

A) True 
 B)False

Question 12

Which is true about outsourcing service desk services?

Accepted Answer

A) When companies initially began outsourcing in the 1980s, they were always able to show a reduction in costs. 
B) 53% of companies surveyed by the Help Desk Institute outsource at least part of their service desk activities. 
C) In early outsourcing efforts, companies found success in being able to let the outsourcers handle all the service problems. 
D) Some companies want to increase hours of service without increasing the number of staff; therefore, they outsource. 
A) When companies initially began outsourcing in the 1980s, they were always able to show a reduction in costs. 
B) 53% of companies surveyed by the Help Desk Institute outsource at least part of their service desk activities. 
C) In early outsourcing efforts, companies found success in being able to let the outsourcers handle all the service problems. 
D) Some companies want to increase hours of service without increasing the number of staff; therefore, they outsource.

Question 13

Taking ownership of an incident means tracking the incident to ensure that the customer is kept informed about the status of the incident, that the incident is resolved within the expected time frame, and that the customer is satisfied with the final resolution.

Accepted Answer

A) True 
 B)False

Question 14

Completion
-A(n) _______ service desk responds to questions, distributes information, and handles incidents and service requests for its company's employees.

Accepted Answer

The answer of Completion
-A(n) _______ service desk responds to questions,...

Question 15

Which is the most active (i.e., allows for interaction) type of training?

Accepted Answer

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

Question 16

In a multi-level support model, application and network support analysts 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 17

Technology such as knowledge management systems, network monitoring systems, and diagnostic systems enables the service desk to absorb many activities performed by other support groups. These other groups may then focus on tasks such as projects, operations activities, and maintenance activities.

Accepted Answer

A) True 
 B)False

Question 18

Which is true?

Accepted Answer

A) Efficient and effective one-person service desks are common and are considered a best practice. 
B) Small service desks are effective if the service desk has a broad scope of responsibilities. 
C) Small service desks cannot be world class even if they have satisfied customers. 
D) Service desks may remain small because they have a low call volume and support stable products. 
A) Efficient and effective one-person service desks are common and are considered a best practice. 
B) Small service desks are effective if the service desk has a broad scope of responsibilities. 
C) Small service desks cannot be world class even if they have satisfied customers. 
D) Service desks may remain small because they have a low call volume and support stable products.

Question 19

A(n) ____ call center primarily does telemarketing.

Accepted Answer

A) blended 
B) multi-purpose 
C) outbound 
D) inbound 
A) blended 
B) multi-purpose 
C) outbound 
D) inbound

Question 20

Medium service desks typically take on the characteristics of large service desks.

Accepted Answer

A) True 
 B)False

In a ____ service desk model, service desk analysts refer incidents they cannot resolve to the appropriate group (internal or external).

Some companies have multiple decentralized service desks that support specific products or internal or external customer communities.

Which is statement best describes centralized service desks?

Completion -The "S" in SME stands for _______.

Completion -A service desk analyst may need to _______ an incident to level two if it is beyond his/her scope or authority.

Typically, small companies have small service desks, while large companies have large service desks.

According to HDI's 2012 Report, ____ percent of incidents are resolved by the person who initially received the call.

External service desks typically face the same budget and staffing constraints that internal service desks do.

A blended call center is a call center that receives incoming calls and makes outgoing calls.

Most hardware and software companies have ____ service desks to support their customers.

The service desk model is requiring service desk analysts to have different skills in order to perform tasks such as system and network administration, remote diagnostics, network monitoring, and training.

Which is true about outsourcing service desk services?

Taking ownership of an incident means tracking the incident to ensure that the customer is kept informed about the status of the incident, that the incident is resolved within the expected time frame, and that the customer is satisfied with the final resolution.

Completion -A(n) _______ service desk responds to questions, distributes information, and handles incidents and service requests for its company's employees.

Which is the most active (i.e., allows for interaction) type of training?

In a multi-level support model, application and network support analysts are typically ____.

Technology such as knowledge management systems, network monitoring systems, and diagnostic systems enables the service desk to absorb many activities performed by other support groups. These other groups may then focus on tasks such as projects, operations activities, and maintenance activities.

Which is true?

A(n) ____ call center primarily does telemarketing.

Medium service desks typically take on the characteristics of large service desks.

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

In a ____ service desk model, service desk analysts refer incidents they cannot resolve to the appropriate group (internal or external).

Some companies have multiple decentralized service desks that support specific products or internal or external customer communities.

Which is statement best describes centralized service desks?

Completion -The "S" in SME stands for _______.

Completion -A service desk analyst may need to _______ an incident to level two if it is beyond his/her scope or authority.

Typically, small companies have small service desks, while large companies have large service desks.

According to HDI's 2012 Report, ____ percent of incidents are resolved by the person who initially received the call.

External service desks typically face the same budget and staffing constraints that internal service desks do.

A blended call center is a call center that receives incoming calls and makes outgoing calls.

Most hardware and software companies have ____ service desks to support their customers.

The service desk model is requiring service desk analysts to have different skills in order to perform tasks such as system and network administration, remote diagnostics, network monitoring, and training.

Which is true about outsourcing service desk services?

Taking ownership of an incident means tracking the incident to ensure that the customer is kept informed about the status of the incident, that the incident is resolved within the expected time frame, and that the customer is satisfied with the final resolution.

Completion -A(n) _______ service desk responds to questions, distributes information, and handles incidents and service requests for its company's employees.

Which is the most active (i.e., allows for interaction) type of training?

In a multi-level support model, application and network support analysts are typically ____.

Technology such as knowledge management systems, network monitoring systems, and diagnostic systems enables the service desk to absorb many activities performed by other support groups. These other groups may then focus on tasks such as projects, operations activities, and maintenance activities.

Which is true?

A(n) ____ call center primarily does telemarketing.

Medium service desks typically take on the characteristics of large service desks.

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