Exam 2: Service Desk Operations

Moving equipment, installing and configuring new systems, and providing equipment to a new employee are examples of ____ changes.

A company with a single service desk who transfers calls, as necessary, to multiple, specialized service desks is said to be ____.

When a service desk is run as a(n) ____ center, management's main objective is to minimize and eliminate expenses so that profits will be as high as possible.

A poorly run service desk can make even the most effective IT organization look bad.

Having 3 geographically dispersed service desks, providing 24-hour coverage, with analysts only working during the usual business hours for their location is an example of the follow the sun service desk approach.

Which is true about large service desks?

One drawback to the service desk as a profit center is that the staff must account for every activity they perform throughout the day.

IT departments must now function as internal service providers and must supply competitively priced services that help the company's employees use technology to improve productivity and increase corporate profitability.

Even a highly effective service desk cannot compensate for deficiencies, such as customer perception, elsewhere in the organization.

Which is true of service desks run as cost centers?

Completion -A(n) _______ service desk is located close to its customers.

A(n) ____ call center takes orders, responds to billing inquiries, and provides customer support.

Service desks run as ____ centers must cover their expenses and, perhaps, make money by charging a fee for support services.

The process of determining a customer's need and routing the customer to the appropriate support group is known as ____.

Completion -Historically, internal service desks have been _______ centers, in which budget items required to run the service desk are considered an expense to the company.

What is primary difference between a help desk and a service desk?

Completion -A service desk's _______ defines who the service desk supports, what it supports, and how it provides that support.

____ is/are the most expensive component of a service desk.

Completion -A strong trend in the training industry is _______, which involves people learning by interacting with other people. Examples are observing others, and sharing expertise thru discussion forums, wikis, and blogs.

Which is true about the consolidation of support services?