Question 1

When the keyboard and mouse are placed/used correctly, which is true?

Accepted Answer

A) Elbows should be away from the body so that the back and shoulders do not become tired. 
B) Wrists are bent at a 20 degree angle and should be flexed regularly to keep them stretched and loose. 
C) The mouse should be gripped gently to lessen the likelihood of fatigue and injury. 
D) Adjusting the monitor has no effect on the adjustment of the mouse and keyboard. 
A) Elbows should be away from the body so that the back and shoulders do not become tired. 
B) Wrists are bent at a 20 degree angle and should be flexed regularly to keep them stretched and loose. 
C) The mouse should be gripped gently to lessen the likelihood of fatigue and injury. 
D) Adjusting the monitor has no effect on the adjustment of the mouse and keyboard.

Question 2

The most effective analysts avoid asking for help at all costs.

Accepted Answer

A) True 
 B)False

Question 3

Which is true about beginning of day (BOD) and end of day (EOD) procedures?

Accepted Answer

A) They should be conducted only if you anticipate having or have had a stressful day. 
B) A BOD is the first task that should be performed after an analysts logs onto the ACD. 
C) The policies of the service desk determine what is included in these procedures. 
D) The BOD and EOD must be completed by one or more of the service desk analysts prior to and after each day. 
A) They should be conducted only if you anticipate having or have had a stressful day. 
B) A BOD is the first task that should be performed after an analysts logs onto the ACD. 
C) The policies of the service desk determine what is included in these procedures. 
D) The BOD and EOD must be completed by one or more of the service desk analysts prior to and after each day.

Question 4

Completion
-_______ is the science of people-machine relationships that is intended to maximize productivity by reducing operator fatigue and discomfort.

Accepted Answer

The answer of Completion
-_______ is the science of people-machine relationships...

Question 5

Medium sized service desks typically take on most of the characteristics of large service desks.

Accepted Answer

A) True 
 B)False

Question 6

When creating "To Do" lists and handling tasks, which is true?

Accepted Answer

A) "To Do" lists should be prioritized weekly, or when a task's priority changes. Questions about priorities should be referred to management. 
B) There should be more "A" priority tasks than B, C, or D tasks on a "To Do" list, or the priorities haven't been correctly assigned by the person assigning the task. 
C) Analysts should always strive to complete tasks as soon as possible, as this will help make an analyst eligible for a promotion. 
D) Analysts shouldn't simply complete tasks because they are asked to; the requestor may not know that another person is already working on the task. 
A) "To Do" lists should be prioritized weekly, or when a task's priority changes. Questions about priorities should be referred to management. 
B) There should be more "A" priority tasks than B, C, or D tasks on a "To Do" list, or the priorities haven't been correctly assigned by the person assigning the task. 
C) Analysts should always strive to complete tasks as soon as possible, as this will help make an analyst eligible for a promotion. 
D) Analysts shouldn't simply complete tasks because they are asked to; the requestor may not know that another person is already working on the task.

Question 7

To avoid injuries, it is recommended that analysts keep their elbows bent between 90 and 120 degrees when typing.

Accepted Answer

A) True 
 B)False

Question 8

Which is true about telephones on a service desk?

Accepted Answer

A) If an analyst chooses to use a traditional telephone, it should be placed at a 45 degree angle on the side of the analyst. 
B) The type and style of the telephone is just as important as its location on an analyst's desk. 
C) Telephones place analysts at risk of acoustic shock, so analysts should strive to use wireless headsets. 
D) Analysts who have to stretch or turn around to answer the telephone are at risk for a repetitive stress injury. 
A) If an analyst chooses to use a traditional telephone, it should be placed at a 45 degree angle on the side of the analyst. 
B) The type and style of the telephone is just as important as its location on an analyst's desk. 
C) Telephones place analysts at risk of acoustic shock, so analysts should strive to use wireless headsets. 
D) Analysts who have to stretch or turn around to answer the telephone are at risk for a repetitive stress injury.

Question 9

The permissions or authority the service desk has to make system changes influence the need for security.

Accepted Answer

A) True 
 B)False

When the keyboard and mouse are placed/used correctly, which is true?

The most effective analysts avoid asking for help at all costs.

Which is true about beginning of day (BOD) and end of day (EOD) procedures?

Completion -_______ is the science of people-machine relationships that is intended to maximize productivity by reducing operator fatigue and discomfort.

Medium sized service desks typically take on most of the characteristics of large service desks.

When creating "To Do" lists and handling tasks, which is true?

To avoid injuries, it is recommended that analysts keep their elbows bent between 90 and 120 degrees when typing.

Which is true about telephones on a service desk?

The permissions or authority the service desk has to make system changes influence the need for security.

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

When the keyboard and mouse are placed/used correctly, which is true?

The most effective analysts avoid asking for help at all costs.

Which is true about beginning of day (BOD) and end of day (EOD) procedures?

Completion -_______ is the science of people-machine relationships that is intended to maximize productivity by reducing operator fatigue and discomfort.

Medium sized service desks typically take on most of the characteristics of large service desks.

When creating "To Do" lists and handling tasks, which is true?

To avoid injuries, it is recommended that analysts keep their elbows bent between 90 and 120 degrees when typing.

Which is true about telephones on a service desk?

The permissions or authority the service desk has to make system changes influence the need for security.

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