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

If an organization wants an ITIL-compatible tool to manage their incident, problem, request, and change management processes, integrate with network and systems management tools, asset management tools, and sophisticated knowledge management systems, a commercially developed incident management system is a good choice.

Which is true about incident management systems?

If a medium-sized service desk wants a system with enhanced trouble ticketing and management reporting capability, the ability to log "quick tickets," support for change management and configuration management processes in a limited manner, and automated escalation and notification capabilities, a(n) ____ is probably the best solution.

The first step in selecting and implementing any technology for a support organization is to ____.

Completion -A(n) _______ greets callers when all service desk analysts are busy and can provide valuable information when customers are asked to wait on hold.

Which is true about voice mail?

Search-retrieval techniques are complemented by interactive storage methods, such as hypertext retrieval; hypertext stores information in a graphical form.

When implementing tools and technology ____.

When a customer calls a service desk, and the customer's address and phone number automatically appear on the service desk analyst's monitor, this is an example of ____.

____ is a searching technique that uses everyday language to ask users questions and interpret their answers.

For service desks that use e-mail as their primary communication channel with customers, e-mail management systems enable them to efficiently manage high-volume chat, e-mail, and Web form messages.

Companies tend to change their incident management systems periodically because they outgrow them or because new technology becomes available.

When considering VoIP (Voice over Internet Protocol) systems, which is true?

Decision trees work well for entry level analysts and for service desk customers because they can walk through a methodical approach to solving incidents.

Completion -_______ systems enable a company to monitor calls and evaluate analyst performance or tape calls for security purposes.

____ is a service provided by a long distance service provider that delivers the telephone number of the person calling.

Which would be a high-level requirement when selecting an incident management system?

Homegrown incident tracking systems ____.

Completion -Knowledge management systems support the DIKW hierarchy. The "D" in this hierarchy stands for _______.

On an automatic call distributor (ACD), a(n) ____ state means the analyst is ready to take calls.