Question 1

A majority of ergonomic problems can be eliminated by making simple, no-cost adjustments to the analyst's personal workspace.

Accepted Answer

A) True 
 B)False  True

Question 2

One benefit to some service desks is to have a lab area which may be used for training, simulation of customers' problems, and the development and testing of potential solutions.

Accepted Answer

A) True 
 B)False  True

Question 3

Completion
-An analyst who performs a lot of diagnostics via remote control during his 8 hour shifts on the service desk and tends to have headaches and eyestrain is most likely suffering from _______.

Accepted Answer

computer vision syndrome

Question 4

Which is typically true about medium service desks?

Accepted Answer

A) They use the same type of layout as small service desks, as they usually start as small service desks. 
B) They are not usually large enough to justify the expense of communication tools such as whiteboards, reader boards, or network monitors. 
C) The service desk manager resides in the service desk area and handles incidents and services requests just as the analysts do. 
D) They often benefit from common areas, such as a lab or meeting area for meetings, training, or testing. 
A) They use the same type of layout as small service desks, as they usually start as small service desks. 
B) They are not usually large enough to justify the expense of communication tools such as whiteboards, reader boards, or network monitors. 
C) The service desk manager resides in the service desk area and handles incidents and services requests just as the analysts do. 
D) They often benefit from common areas, such as a lab or meeting area for meetings, training, or testing.

Question 5

Completion
-_______ involves measuring a person's physical characteristics, such as finger or palm prints, facial features, or parts of a person's eye.

Accepted Answer

The answer of Completion
-_______ involves measuring a person's physical characteristics,...

Question 6

Service desks that enable analysts to interact more freely with level two and level three support groups are said to be ____.

Accepted Answer

A) state of the art 
B) following best practices 
C) accessible 
D) organized 
A) state of the art 
B) following best practices 
C) accessible 
D) organized

Question 7

Which is true?

Accepted Answer

A) Large service desks are typically high-energy and high-activity places, while small service desk typically are not. 
B) If a company does not provide the optimal working environment, it is very hard for analysts to arrange their personal workspaces for optimal comfort. 
C) Because of the structure of a service desk, analysts do not have to be organized to thrive. 
D) Analysts must take it upon themselves to adopt behaviors to increase their comfort and productivity. 
A) Large service desks are typically high-energy and high-activity places, while small service desk typically are not. 
B) If a company does not provide the optimal working environment, it is very hard for analysts to arrange their personal workspaces for optimal comfort. 
C) Because of the structure of a service desk, analysts do not have to be organized to thrive. 
D) Analysts must take it upon themselves to adopt behaviors to increase their comfort and productivity.

Question 8

Which is true regarding walk-in service at the service desk.

Accepted Answer

A) To make walk-in service more efficient and effective, many service desks set up a counter to handle these contacts. 
B) Walk-in service to a service desk is very effective, as customers may choose any analyst who is not currently working with a customer when the customer walks in. 
C) If service desks offer service to walk-in customers, the customers are usually helped in order of the priority of their incident or request. 
D) It is not best practice for service desks to offer walk-in service, as the cost per contact is too high, and it distracts analysts from answering the phones. 
A) To make walk-in service more efficient and effective, many service desks set up a counter to handle these contacts. 
B) Walk-in service to a service desk is very effective, as customers may choose any analyst who is not currently working with a customer when the customer walks in. 
C) If service desks offer service to walk-in customers, the customers are usually helped in order of the priority of their incident or request. 
D) It is not best practice for service desks to offer walk-in service, as the cost per contact is too high, and it distracts analysts from answering the phones.

Question 9

Which is usually true of small service desks?

Accepted Answer

A) The analysts typically sit in cubicles. 
B) The service desk supervisor does not reside near the service desk. 
C) Noise among analysts is of great concern. 
D) They must accommodate the needs of service desk management and other supporting groups. 
A) The analysts typically sit in cubicles. 
B) The service desk supervisor does not reside near the service desk. 
C) Noise among analysts is of great concern. 
D) They must accommodate the needs of service desk management and other supporting groups.

Question 10

Drinking plenty of water increases analysts' energy levels and mental capacities.

Accepted Answer

A) True 
 B)False

Question 11

Some service desk managers recommend that analysts take a quick look in the mirror before they answer the phone to ensure that they have a relaxed and pleasant facial expression.

Accepted Answer

A) True 
 B)False

Question 12

As long as an analyst's overhead and task lighting meet federal safety standards, they do not need to be supplemented by periodic exposure to natural light.

Accepted Answer

A) True 
 B)False

Question 13

In order to reduce stress and the possibility of getting injured on the job, service desk analysts can ensure that they are ready to react to whatever comes their way.

Accepted Answer

A) True 
 B)False

Question 14

When adjusting components of an analysts' workspace, which is true?

Accepted Answer

A) Whenever analysts adjust their chairs, they will most likely need to readjust their monitor, keyboard and mouse. 
B) Whenever analysts adjust their chairs, they will need to adjust their monitor, not their keyboard or mouse. 
C) Analysts should always adjust their monitor first; then they should adjust their chair, keyboard, and mouse. 
D) Readjusting an analyst's chair has no effect on the placement of his or her monitor, keyboard or mouse. 
A) Whenever analysts adjust their chairs, they will most likely need to readjust their monitor, keyboard and mouse. 
B) Whenever analysts adjust their chairs, they will need to adjust their monitor, not their keyboard or mouse. 
C) Analysts should always adjust their monitor first; then they should adjust their chair, keyboard, and mouse. 
D) Readjusting an analyst's chair has no effect on the placement of his or her monitor, keyboard or mouse.

Question 15

____ can be used to spotlight desk areas and can also be used to reduce the high contrast of light and glare areas that occur in a workspace.

Accepted Answer

A) Spot lighting 
B) Pinpoint lighting 
C) Desk lighting 
D) Task lighting 
A) Spot lighting 
B) Pinpoint lighting 
C) Desk lighting 
D) Task lighting

Question 16

When sitting at their desk, analysts' legs should be relaxed and feet flat on the floor or on a footrest.

Accepted Answer

A) True 
 B)False

Question 17

Which is true?

Accepted Answer

A) The danger with lists is that they can become too complex and are then difficult to maintain and become counterproductive. 
B) Since customers are supposed to call the Service Desk for support, it is not important for analysts to set up Out of Office messages on their personal lines when they are gone. 
C) "What Coworkers Need to Know" lists are beneficial, as they keep analysts focused on upcoming training sessions. 
D) A "What I Need to Know" list is a list of all the things an analyst must memorize, as that information is used on a daily basis. 
A) The danger with lists is that they can become too complex and are then difficult to maintain and become counterproductive. 
B) Since customers are supposed to call the Service Desk for support, it is not important for analysts to set up Out of Office messages on their personal lines when they are gone. 
C) "What Coworkers Need to Know" lists are beneficial, as they keep analysts focused on upcoming training sessions. 
D) A "What I Need to Know" list is a list of all the things an analyst must memorize, as that information is used on a daily basis.

Question 18

The tools and technology a service desk uses may influence its physical layout.

Accepted Answer

A) True 
 B)False

Question 19

In addition to having and knowing how to use the right processes, tools, and technologies, an analyst needs a good work environment, good work habits, and a great attitude.

Accepted Answer

A) True 
 B)False

Question 20

Which can help reduce carpal tunnel syndrome?

Accepted Answer

A) A widescreen monitor. 
B) Proper light in the analyst's workspace. 
C) A comfortable headset. 
D) A wrist rest. 
A) A widescreen monitor. 
B) Proper light in the analyst's workspace. 
C) A comfortable headset. 
D) A wrist rest.

A majority of ergonomic problems can be eliminated by making simple, no-cost adjustments to the analyst's personal workspace.

One benefit to some service desks is to have a lab area which may be used for training, simulation of customers' problems, and the development and testing of potential solutions.

Completion -An analyst who performs a lot of diagnostics via remote control during his 8 hour shifts on the service desk and tends to have headaches and eyestrain is most likely suffering from _______.

Which is typically true about medium service desks?

Completion -_______ involves measuring a person's physical characteristics, such as finger or palm prints, facial features, or parts of a person's eye.

Service desks that enable analysts to interact more freely with level two and level three support groups are said to be ____.

Which is true?

Which is true regarding walk-in service at the service desk.

Which is usually true of small service desks?

Drinking plenty of water increases analysts' energy levels and mental capacities.

Some service desk managers recommend that analysts take a quick look in the mirror before they answer the phone to ensure that they have a relaxed and pleasant facial expression.

As long as an analyst's overhead and task lighting meet federal safety standards, they do not need to be supplemented by periodic exposure to natural light.

In order to reduce stress and the possibility of getting injured on the job, service desk analysts can ensure that they are ready to react to whatever comes their way.

When adjusting components of an analysts' workspace, which is true?

____ can be used to spotlight desk areas and can also be used to reduce the high contrast of light and glare areas that occur in a workspace.

When sitting at their desk, analysts' legs should be relaxed and feet flat on the floor or on a footrest.

Which is true?

The tools and technology a service desk uses may influence its physical layout.

In addition to having and knowing how to use the right processes, tools, and technologies, an analyst needs a good work environment, good work habits, and a great attitude.

Which can help reduce carpal tunnel syndrome?

Introduction to Service Desk Concepts

Service Desk Operations

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

Customer Support As a Profession

Filters

Exam 7: The Service Desk Setting

A majority of ergonomic problems can be eliminated by making simple, no-cost adjustments to the analyst's personal workspace.

One benefit to some service desks is to have a lab area which may be used for training, simulation of customers' problems, and the development and testing of potential solutions.

Completion -An analyst who performs a lot of diagnostics via remote control during his 8 hour shifts on the service desk and tends to have headaches and eyestrain is most likely suffering from _______.

Which is typically true about medium service desks?

Completion -_______ involves measuring a person's physical characteristics, such as finger or palm prints, facial features, or parts of a person's eye.

Service desks that enable analysts to interact more freely with level two and level three support groups are said to be ____.

Which is true?

Which is true regarding walk-in service at the service desk.

Which is usually true of small service desks?

Drinking plenty of water increases analysts' energy levels and mental capacities.

Some service desk managers recommend that analysts take a quick look in the mirror before they answer the phone to ensure that they have a relaxed and pleasant facial expression.

As long as an analyst's overhead and task lighting meet federal safety standards, they do not need to be supplemented by periodic exposure to natural light.

In order to reduce stress and the possibility of getting injured on the job, service desk analysts can ensure that they are ready to react to whatever comes their way.

When adjusting components of an analysts' workspace, which is true?

____ can be used to spotlight desk areas and can also be used to reduce the high contrast of light and glare areas that occur in a workspace.

When sitting at their desk, analysts' legs should be relaxed and feet flat on the floor or on a footrest.

Which is true?

The tools and technology a service desk uses may influence its physical layout.

In addition to having and knowing how to use the right processes, tools, and technologies, an analyst needs a good work environment, good work habits, and a great attitude.

Which can help reduce carpal tunnel syndrome?

Introduction to Service Desk Concepts

Service Desk Operations

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

Customer Support As a Profession

Filters