Exam 5: The Technology Component: Service Desk Tools and Technologies

Completion -A(n) ____ -based system is made up of units of information, such as online documents, database records, or the solution to a common incident, and a set of question and answer pairs that can be used to confirm the solution to an incident.

With the increased availability of more complex service desk technology, service desks have decreased their reliance on e-mail to communicate internally. According to the Help Desk Institute, less than 40% of services desks use e-mail to communicate internally.

By logging all incidents and service requests, the service desk prevents the most common customer complaint, which is that incidents are lost or forgotten.

A(n) ____ answers a call and routes it to the next available analyst.

E-mail systems, unlike instant messaging systems, do provide capabilities of an incident management system, so analysts aren't typically required to record any status updates obtained via e-mail in the service desk's incident management system.

A configuration management system ____.

Which is true about service desks and technology?

Completion -_______ are inventions, processes, or methods that enable the creation and enhancement of tools.

When using e-mail, service desks often use forms, which are predefined items that can be used to quickly create standard e-mail messages.

In the context of the DIKW hierarchy, how to resolve an incident or how to upgrade a workstation would be classified as ____.

____ identify/identifies the origin of a call from the type or location of the telephone being used to place a call.

After vendor tools have been rated, an evaluation matrix makes it easy to collect and compare vendor scores.

Simultaneous screen transfer is a function that transfers a customer's call, as well as the information collected by the service desk analyst, to another support analyst.

____ can find records that do not contain the search criteria or that contain a value less than, greater than, or equal to the specified search criteria.

Many companies specify target response times for all contact channels in their SLAs or when communicating services to customers, so that customers will know how long it will take the service desk to resolve the incident or service request.

Companies that use skills-based routing require analysts to create and maintain a skills inventory that correlates the products, systems, and services supported by the service desk to each analyst's level of skill.

Completion -On an automatic call distributor (ACD), a(n) _______ state means the analyst is logged on to the ACD but is not accepting calls.

Which is true?

Service desks often combine or integrate tools and technologies to more easily and quickly transfer data between systems and to automate routine tasks.

One advantage of social media is that it delivers content and facilitates interactive communication.