Question 1

Most people have about ____ hours each day during which they are most productive.

Accepted Answer

A) 2 
B) 4 
C) 8 
D) 10 
A) 2 
B) 4 
C) 8 
D) 10

Question 2

Regardless of the size of a service desk, the physical layout must facilitate efficient communication among analysts to avoid situations such as having more than one analyst working on the same incident.

Accepted Answer

A) True 
 B)False

Question 3

It is dangerous to place a book or anything else under a monitor to raise its height. The best solution is to adjust the analyst's chair or change the desk or table on which the monitor rests.

Accepted Answer

A) True 
 B)False

Question 4

Too little light is better than too much light on a service desk.

Accepted Answer

A) True 
 B)False

Question 5

What is the importance of NIOSH and OSHA in the service desk environment?

Accepted Answer

A) They conduct research on work environments and provide recommendations relating to areas such as preventing work-related illnesses and injuries and creating safe and comfortable work spaces. 
B) They assist organizations in ensuring that the technology they use is used as efficiently and as effectively as possible. They assist organizations in integrating existing technology with new technology. 
C) They provide solutions such as electronic white boards, instant messaging systems and remote control software that enable service desk analysts to communicate among themselves and with customers. 
D) They manufacture furniture and other office-related items and are the leader in ensuring that their products meet all federal, state, and local guidelines for products that are safe in the workplace. 
A) They conduct research on work environments and provide recommendations relating to areas such as preventing work-related illnesses and injuries and creating safe and comfortable work spaces. 
B) They assist organizations in ensuring that the technology they use is used as efficiently and as effectively as possible. They assist organizations in integrating existing technology with new technology. 
C) They provide solutions such as electronic white boards, instant messaging systems and remote control software that enable service desk analysts to communicate among themselves and with customers. 
D) They manufacture furniture and other office-related items and are the leader in ensuring that their products meet all federal, state, and local guidelines for products that are safe in the workplace.

Question 6

Completion
-_______ refers to the physical site of the service desk in the building.

Accepted Answer

The answer of Completion
-_______ refers to the physical site of...

Question 7

Which may be a reason for a task to have a lower priority?

Accepted Answer

A) The deadline is today. 
B) The task has been assigned by a co-worker rather than a customer. 
C) Failure to complete this task will cause someone else to miss a critical deadline. 
D) Somebody else is already handling this task. 
A) The deadline is today. 
B) The task has been assigned by a co-worker rather than a customer. 
C) Failure to complete this task will cause someone else to miss a critical deadline. 
D) Somebody else is already handling this task.

Question 8

Completion
-____ injuries are physical symptoms caused by excessive use of the hands, wrists, and arms.

Accepted Answer

The answer of Completion
-____ injuries are physical symptoms caused by...

Question 9

In organizations that have multiple service desks linked by technology, service desk operations can be transferred to an alternate site in the event of a natural disaster or other extreme condition.

Accepted Answer

A) True 
 B)False

Question 10

According to NIOSH, exposure to sound averaging ____ decibels for more than eight hours a day presents a risk of hearing loss.

Accepted Answer

A) 20 
B) 50 
C) 60 
D) 85 
A) 20 
B) 50 
C) 60 
D) 85

Question 11

As organizations implement monitoring technology, service desks may be located near or with the data center operations control team so that both teams can share service and network monitoring systems.

Accepted Answer

A) True 
 B)False

Question 12

Widescreen monitors are generally not recommended for service desk analysts because their eyes will become fatigued more quickly.

Accepted Answer

A) True 
 B)False

Question 13

Completion
-_______ is caused by constant compression of the main nerve to the hand as it passes through space to the wrist.

Accepted Answer

Carpal tun

Question 14

When using a task light which is correct?

Accepted Answer

A) Position the light towards the computer screen to prevent glare. 
B) Position the light above eye level to prevent shadows. 
C) When working with documents, use two task lights, one from each side. 
D) Place the task light where it can be easily adjusted by hand. 
A) Position the light towards the computer screen to prevent glare. 
B) Position the light above eye level to prevent shadows. 
C) When working with documents, use two task lights, one from each side. 
D) Place the task light where it can be easily adjusted by hand.

Question 15

Stress balls are beneficial to service desk analysts, as they can be squeezed and enable blood flow through fingers and arms and can also help strengthen analysts' grips.

Accepted Answer

A) True 
 B)False

Question 16

Which is true?

Accepted Answer

A) Service desk analysts are more productive in a dimly lit work area, as the levels of stress decrease. 
B) A 2012 wellness study found that only 25% of responding customer service representatives work in organizations that have a formal wellness initiative in place. 
C) Sometimes the physical layout of a service desk might be a result of how the service desk was formed, as some may have grown from small service desks, while others may be the result of mergers. 
D) While well-designed service desks are important for employee morale, design doesn't really enhance the service desk's productivity or improve communication. 
A) Service desk analysts are more productive in a dimly lit work area, as the levels of stress decrease. 
B) A 2012 wellness study found that only 25% of responding customer service representatives work in organizations that have a formal wellness initiative in place. 
C) Sometimes the physical layout of a service desk might be a result of how the service desk was formed, as some may have grown from small service desks, while others may be the result of mergers. 
D) While well-designed service desks are important for employee morale, design doesn't really enhance the service desk's productivity or improve communication.

Question 17

Completion
-_______ determines how easily the service desk can be reached by service desk staff, other employees of the company, and its customers.

Accepted Answer

The answer of Completion
-_______ determines how easily the service desk...

Question 18

Which is true about service desk analysts' well being?

Accepted Answer

A) Computer vision syndrome can result from staring at a computer monitor for a prolonged period of time. 
B) Wrist syndrome is an ailment prevalent with service desk analysts and is linked to repetitious hand movements, such as typing and working with a mouse. 
C) Unfortunately, since most ergonomic problems require high-cost adjustments to the analyst's personal workspace, companies do not address ergonomic issues. 
D) Tunnel syndrome affects service desk analysts who are located in dimly lit rooms without windows or rooms with artificial light. 
A) Computer vision syndrome can result from staring at a computer monitor for a prolonged period of time. 
B) Wrist syndrome is an ailment prevalent with service desk analysts and is linked to repetitious hand movements, such as typing and working with a mouse. 
C) Unfortunately, since most ergonomic problems require high-cost adjustments to the analyst's personal workspace, companies do not address ergonomic issues. 
D) Tunnel syndrome affects service desk analysts who are located in dimly lit rooms without windows or rooms with artificial light.

Question 19

The ability to exercise, exposure to natural light, and access to clean air all contribute to ____.

Accepted Answer

A) wellness 
B) good mental health 
C) accessibility 
D) good physical health 
A) wellness 
B) good mental health 
C) accessibility 
D) good physical health

Question 20

All service desks can benefit from technology.

Accepted Answer

A) True 
 B)False

Most people have about ____ hours each day during which they are most productive.

Regardless of the size of a service desk, the physical layout must facilitate efficient communication among analysts to avoid situations such as having more than one analyst working on the same incident.

It is dangerous to place a book or anything else under a monitor to raise its height. The best solution is to adjust the analyst's chair or change the desk or table on which the monitor rests.

Too little light is better than too much light on a service desk.

What is the importance of NIOSH and OSHA in the service desk environment?

Completion -_______ refers to the physical site of the service desk in the building.

Which may be a reason for a task to have a lower priority?

Completion -____ injuries are physical symptoms caused by excessive use of the hands, wrists, and arms.

In organizations that have multiple service desks linked by technology, service desk operations can be transferred to an alternate site in the event of a natural disaster or other extreme condition.

According to NIOSH, exposure to sound averaging ____ decibels for more than eight hours a day presents a risk of hearing loss.

As organizations implement monitoring technology, service desks may be located near or with the data center operations control team so that both teams can share service and network monitoring systems.

Widescreen monitors are generally not recommended for service desk analysts because their eyes will become fatigued more quickly.

Completion -_______ is caused by constant compression of the main nerve to the hand as it passes through space to the wrist.

When using a task light which is correct?

Stress balls are beneficial to service desk analysts, as they can be squeezed and enable blood flow through fingers and arms and can also help strengthen analysts' grips.

Which is true?

Completion -_______ determines how easily the service desk can be reached by service desk staff, other employees of the company, and its customers.

Which is true about service desk analysts' well being?

The ability to exercise, exposure to natural light, and access to clean air all contribute to ____.

All service desks can benefit from technology.

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

Most people have about ____ hours each day during which they are most productive.

Regardless of the size of a service desk, the physical layout must facilitate efficient communication among analysts to avoid situations such as having more than one analyst working on the same incident.

It is dangerous to place a book or anything else under a monitor to raise its height. The best solution is to adjust the analyst's chair or change the desk or table on which the monitor rests.

Too little light is better than too much light on a service desk.

What is the importance of NIOSH and OSHA in the service desk environment?

Completion -_______ refers to the physical site of the service desk in the building.

Which may be a reason for a task to have a lower priority?

Completion -____ injuries are physical symptoms caused by excessive use of the hands, wrists, and arms.

In organizations that have multiple service desks linked by technology, service desk operations can be transferred to an alternate site in the event of a natural disaster or other extreme condition.

According to NIOSH, exposure to sound averaging ____ decibels for more than eight hours a day presents a risk of hearing loss.

As organizations implement monitoring technology, service desks may be located near or with the data center operations control team so that both teams can share service and network monitoring systems.

Widescreen monitors are generally not recommended for service desk analysts because their eyes will become fatigued more quickly.

Completion -_______ is caused by constant compression of the main nerve to the hand as it passes through space to the wrist.

When using a task light which is correct?

Stress balls are beneficial to service desk analysts, as they can be squeezed and enable blood flow through fingers and arms and can also help strengthen analysts' grips.

Which is true?

Completion -_______ determines how easily the service desk can be reached by service desk staff, other employees of the company, and its customers.

Which is true about service desk analysts' well being?

The ability to exercise, exposure to natural light, and access to clean air all contribute to ____.

All service desks can benefit from technology.

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