Question 1

If a service desk is providing multi-channel support, ____.

Accepted Answer

A) analysts' writing skills have less importance because customers often use self-service options and don't interact with analysts 
B) customers typically contact the service desk for less complex and simpler incidents and service requests as they can be resolved quickly 
C) there is less of a need to develop, maintain, and support the service desk's systems as most technology is integrated 
D) analysts must ensure that they are capturing the data needed to efficiently and effectively manage the various support channels 
A) analysts' writing skills have less importance because customers often use self-service options and don't interact with analysts 
B) customers typically contact the service desk for less complex and simpler incidents and service requests as they can be resolved quickly 
C) there is less of a need to develop, maintain, and support the service desk's systems as most technology is integrated 
D) analysts must ensure that they are capturing the data needed to efficiently and effectively manage the various support channels

Question 2

Older workers ____.

Accepted Answer

A) typically are not comfortable using self-help and will not use it to solve problems 
B) will often pose questions to a large group of people via Twitter or Facebook 
C) typically are more comfortable receiving step-by-step instructions via the phone 
D) generally do not fit any one profile; their level of comfort using technology varies 
A) typically are not comfortable using self-help and will not use it to solve problems 
B) will often pose questions to a large group of people via Twitter or Facebook 
C) typically are more comfortable receiving step-by-step instructions via the phone 
D) generally do not fit any one profile; their level of comfort using technology varies

Question 3

In order to be successful in delivering support to customers, it is important that the service desk develops processes and techniques that are easy and convenient for the service desk to follow and cost effective, and then ensure that the customer conforms to those processes.

Accepted Answer

A) True 
 B)False

Question 4

____ support is an effective way to manage customer expectations, as the service desk can charge a higher rate for premium or value-added services.

Accepted Answer

A) Tier-based 
B) Incremental 
C) Level-based 
D) Fee-based 
A) Tier-based 
B) Incremental 
C) Level-based 
D) Fee-based

Question 5

Because of the nature of the service desk industry, the trend is for service desks to continue to be stepping stones to other professions.

Accepted Answer

A) True 
 B)False

Question 6

According to Frederick Herzberg, a behavioral scientist, responsibility is one of the factors that leads to job satisfaction.

Accepted Answer

A) True 
 B)False

Question 7

Completion
-In follow the _______ support, companies establish two or more service desks, each on a different continent. As one service desk closes, another opens.

Accepted Answer

The answer of Completion
-In follow the _______ support, companies establish...

Question 8

Completion
-Key events in a project, such as completing the design requirements or completing the hardware installation, are called _______.

Accepted Answer

The answer of Completion
-Key events in a project, such as...

Question 9

Which is a trend affecting how service desks are run?

Accepted Answer

A) Increasing complexity in number and types of support levels 
B) Insourcing and less reliance on best practice frameworks 
C) Multichannel and global support requirements 
D) Less technically savvy customers 
A) Increasing complexity in number and types of support levels 
B) Insourcing and less reliance on best practice frameworks 
C) Multichannel and global support requirements 
D) Less technically savvy customers

Question 10

Individuals in management must understand key project deliverables, such as the ____, which is a summary document that describes the project, its objectives, and how the objectives will be accomplished.

Accepted Answer

A) project scope 
B) project plan 
C) project goals 
D) project mission 
A) project scope 
B) project plan 
C) project goals 
D) project mission

Question 11

Successful managers are able to focus on how their team or department fits into the company as a whole and how it contributes to the company's goals.

Accepted Answer

A) True 
 B)False

Question 12

Gartner defines ____ as a work style characterized by a flurry of collective activity by anyone and everyone available to add value.

Accepted Answer

A) major incident handling 
B) crowdsourcing 
C) crowdhelping 
D) swarming 
A) major incident handling 
B) crowdsourcing 
C) crowdhelping 
D) swarming

Question 13

Which would best be used to illustrate a project schedule?

Accepted Answer

A) Ishikawa diagram 
B) control chart 
C) Gantt chart 
D) flowchart 
A) Ishikawa diagram 
B) control chart 
C) Gantt chart 
D) flowchart

Question 14

One benefit of a service desk career is learning about different departments in a company and gaining appreciation of opportunities available within that company.

Accepted Answer

A) True 
 B)False

Question 15

The current trend in the industry is to ____.

Accepted Answer

A) increase the number of support levels as incidents are becoming more complex 
B) decrease the number of support levels to resolve incidents quickly and lessen customers' hold time 
C) have major incidents handled by third level support analysts dedicated to providing service desk support 
D) escalate more incidents to external vendors who have more knowledge and can resolve them faster 
A) increase the number of support levels as incidents are becoming more complex 
B) decrease the number of support levels to resolve incidents quickly and lessen customers' hold time 
C) have major incidents handled by third level support analysts dedicated to providing service desk support 
D) escalate more incidents to external vendors who have more knowledge and can resolve them faster

Question 16

Which of the following enables companies to eliminate the costs associated with shift work?

Accepted Answer

A) follow the sun support 
B) one global support desk 
C) regional in country service desks 
D) local service desks 
A) follow the sun support 
B) one global support desk 
C) regional in country service desks 
D) local service desks

Question 17

Certifications related to ITIL and project management are beneficial because they help service desk analysts acquire a broader understanding of IT industry best practices and provide a bigger picture perspective than technical certification programs tend to offer.

Accepted Answer

A) True 
 B)False

Question 18

____ certifications include Customer Service Qualified, Certified Support Professional, and Certified Support Professional Supervisor and are geared to companies providing external customer support.

Accepted Answer

A) HDI 
B) ITIL 
C) TSIA 
D) Project Management 
A) HDI 
B) ITIL 
C) TSIA 
D) Project Management

Question 19

One method of reducing burnout and also increasing experience and skills of service desk analysts is to rotate them through other positions in the department.

Accepted Answer

A) True 
 B)False

Question 20

Which is a trend that indicates that the service desk has been elevated to a profession in and of itself?

Accepted Answer

A) Service desk managers typically manage the service desk staff and the staff in level 2 and level 3 support groups. 
B) Many companies have rewritten service desk analyst job descriptions to create higher-level positions. 
C) An increasing number of level 2 and level 3 staff, especially software developers, are applying to work on the service desk. 
D) Companies are relying on one level of management and one level of analysts to streamline job functions. 
A) Service desk managers typically manage the service desk staff and the staff in level 2 and level 3 support groups. 
B) Many companies have rewritten service desk analyst job descriptions to create higher-level positions. 
C) An increasing number of level 2 and level 3 staff, especially software developers, are applying to work on the service desk. 
D) Companies are relying on one level of management and one level of analysts to streamline job functions.

If a service desk is providing multi-channel support, ____.

Older workers ____.

In order to be successful in delivering support to customers, it is important that the service desk develops processes and techniques that are easy and convenient for the service desk to follow and cost effective, and then ensure that the customer conforms to those processes.

____ support is an effective way to manage customer expectations, as the service desk can charge a higher rate for premium or value-added services.

Because of the nature of the service desk industry, the trend is for service desks to continue to be stepping stones to other professions.

According to Frederick Herzberg, a behavioral scientist, responsibility is one of the factors that leads to job satisfaction.

Completion -In follow the _______ support, companies establish two or more service desks, each on a different continent. As one service desk closes, another opens.

Completion -Key events in a project, such as completing the design requirements or completing the hardware installation, are called _______.

Which is a trend affecting how service desks are run?

Individuals in management must understand key project deliverables, such as the ____, which is a summary document that describes the project, its objectives, and how the objectives will be accomplished.

Successful managers are able to focus on how their team or department fits into the company as a whole and how it contributes to the company's goals.

Gartner defines ____ as a work style characterized by a flurry of collective activity by anyone and everyone available to add value.

Which would best be used to illustrate a project schedule?

One benefit of a service desk career is learning about different departments in a company and gaining appreciation of opportunities available within that company.

The current trend in the industry is to ____.

Which of the following enables companies to eliminate the costs associated with shift work?

Certifications related to ITIL and project management are beneficial because they help service desk analysts acquire a broader understanding of IT industry best practices and provide a bigger picture perspective than technical certification programs tend to offer.

____ certifications include Customer Service Qualified, Certified Support Professional, and Certified Support Professional Supervisor and are geared to companies providing external customer support.

One method of reducing burnout and also increasing experience and skills of service desk analysts is to rotate them through other positions in the department.

Which is a trend that indicates that the service desk has been elevated to a profession in and of itself?

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

The Service Desk Setting

Filters

Exam 8: Customer Support As a Profession

If a service desk is providing multi-channel support, ____.

Older workers ____.

In order to be successful in delivering support to customers, it is important that the service desk develops processes and techniques that are easy and convenient for the service desk to follow and cost effective, and then ensure that the customer conforms to those processes.

____ support is an effective way to manage customer expectations, as the service desk can charge a higher rate for premium or value-added services.

Because of the nature of the service desk industry, the trend is for service desks to continue to be stepping stones to other professions.

According to Frederick Herzberg, a behavioral scientist, responsibility is one of the factors that leads to job satisfaction.

Completion -In follow the _______ support, companies establish two or more service desks, each on a different continent. As one service desk closes, another opens.

Completion -Key events in a project, such as completing the design requirements or completing the hardware installation, are called _______.

Which is a trend affecting how service desks are run?

Individuals in management must understand key project deliverables, such as the ____, which is a summary document that describes the project, its objectives, and how the objectives will be accomplished.

Successful managers are able to focus on how their team or department fits into the company as a whole and how it contributes to the company's goals.

Gartner defines ____ as a work style characterized by a flurry of collective activity by anyone and everyone available to add value.

Which would best be used to illustrate a project schedule?

One benefit of a service desk career is learning about different departments in a company and gaining appreciation of opportunities available within that company.

The current trend in the industry is to ____.

Which of the following enables companies to eliminate the costs associated with shift work?

Certifications related to ITIL and project management are beneficial because they help service desk analysts acquire a broader understanding of IT industry best practices and provide a bigger picture perspective than technical certification programs tend to offer.

____ certifications include Customer Service Qualified, Certified Support Professional, and Certified Support Professional Supervisor and are geared to companies providing external customer support.

One method of reducing burnout and also increasing experience and skills of service desk analysts is to rotate them through other positions in the department.

Which is a trend that indicates that the service desk has been elevated to a profession in and of itself?

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

The Service Desk Setting

Filters