Question 1

When Web support sites are well-designed ____.

Accepted Answer

A) users will not use the telephone 
B) the cost of telephone contacts will rise 
C) the cost of telephone contacts will decline 
D) the cost of telephone contacts will stay the same 
A) users will not use the telephone 
B) the cost of telephone contacts will rise 
C) the cost of telephone contacts will decline 
D) the cost of telephone contacts will stay the same

Question 2

Completion
-Prior to approving a project, upper management may require a(n) _______ case, which describes the reasons that the project is being considered.

Accepted Answer

The answer of Completion
-Prior to approving a project, upper management...

Question 3

Which is true about the career paths available to service desk analysts?

Accepted Answer

A) The typical path is for service desk analysts to move into management after three to five years or after really strong employee reviews. 
B) Moving from an analyst position to one of management is difficult, as one has to maintain technical skills while also focusing on management. 
C) When service desk analysts move into management, one of the most difficult tasks they face is managing people who were previously their peers. 
D) Most often service desk management positions are given to those with management experience in different areas of the company. 
A) The typical path is for service desk analysts to move into management after three to five years or after really strong employee reviews. 
B) Moving from an analyst position to one of management is difficult, as one has to maintain technical skills while also focusing on management. 
C) When service desk analysts move into management, one of the most difficult tasks they face is managing people who were previously their peers. 
D) Most often service desk management positions are given to those with management experience in different areas of the company.

Question 4

Which is true in today's workplace?

Accepted Answer

A) Tools are becoming so advanced that fewer people are needed on the service desk. 
B) Service desks are merging with application development areas. 
C) There is almost an irreversible dependence on technology. 
D) Due to complexity of technology, customers expect to pay more for support. 
A) Tools are becoming so advanced that fewer people are needed on the service desk. 
B) Service desks are merging with application development areas. 
C) There is almost an irreversible dependence on technology. 
D) Due to complexity of technology, customers expect to pay more for support.

Question 5

At their essence, different generations of technology users tend to have the same needs and expectations with regards to service desk and support.

Accepted Answer

A) True 
 B)False

Question 6

The benefits of certification include certificates never losing value over time.

Accepted Answer

A) True 
 B)False

Question 7

Project management skills enable service desk analysts to participate in projects affecting the service desk and ensure the service desk's needs are being fully addressed.

Accepted Answer

A) True 
 B)False

Question 8

Completion
-With _______-based support, customers pay for support services on a per-use basis.

Accepted Answer

The answer of Completion
-With _______-based support, customers pay for support...

Question 9

Since the trend is for people to stick with one or two jobs throughout their career, it is best to gain skills specific to the company for whom you're working. That will give you the best chance for success.

Accepted Answer

A) True 
 B)False

Question 10

How are best practice frameworks and standards used to redesign processes?

Accepted Answer

A) Some companies are using the ITIL framework along with the ISO/IEC 20000 specifications to redesign their processes. 
B) Some companies are using the MOF framework along with the ITIL specifications to redesign their processes. 
C) Some companies are using the PMBOK framework along with the HDI specification to redesign their processes. 
D) Companies typically do not use frameworks and standards when redesigning processes; they perform this task as part of a project. 
A) Some companies are using the ITIL framework along with the ISO/IEC 20000 specifications to redesign their processes. 
B) Some companies are using the MOF framework along with the ITIL specifications to redesign their processes. 
C) Some companies are using the PMBOK framework along with the HDI specification to redesign their processes. 
D) Companies typically do not use frameworks and standards when redesigning processes; they perform this task as part of a project.

Question 11

Individuals in management must understand key project deliverables, such as the ____, which describes the work to be done in a project.

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 12

____ certifications include Foundation, Intermediate, Expert, and Master, and they enable individuals to contribute to efforts to improve the quality of IT services and IT service management processes.

Accepted Answer

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

Question 13

The trend is that all Web-based services will soon be offered for some type of a fee.

Accepted Answer

A) True 
 B)False

Question 14

The current trend is that outsourcing will not be an option to service desks in the future.

Accepted Answer

A) True 
 B)False

Question 15

The most successful companies in the future will be those that keep a close eye on business and service desk industry trends and embrace the ones that enable them to achieve their goals.

Accepted Answer

A) True 
 B)False

Question 16

To increase the service desk's ability to assist customers at the first point of contact, companies are using VRUs, web-based features such as chat, and skills-based routing.

Accepted Answer

A) True 
 B)False

Question 17

Whether a company charges for support or not has no bearing on how an analyst accounts for his or her time.

Accepted Answer

A) True 
 B)False

Question 18

If a company pays for an analyst's certification, they may require the analyst to stay with the company for a certain amount of time once they are certified.

Accepted Answer

A) True 
 B)False

Question 19

____ contributes to a successful service desk career.

Accepted Answer

A) Continuously leveraging your experiences 
B) Concentrating on individual goals first and service desk goals second 
C) Focusing on the present and not worrying about the future 
D) Being conservative and changing only when necessary 
A) Continuously leveraging your experiences 
B) Concentrating on individual goals first and service desk goals second 
C) Focusing on the present and not worrying about the future 
D) Being conservative and changing only when necessary

Question 20

Which is true about 24x7 support?

Accepted Answer

A) Service desk analysts must be on-site at all times to quickly resolve incidents and service requests. 
B) Service desks typically do not offer emergency support after regular business hours, as it is too costly. 
C) It allows for flexible analyst schedules such as ten hour days with three days off, which accommodate different analyst needs. 
D) Service desks strive to provide the same depth of support after hours as during business hours. 
A) Service desk analysts must be on-site at all times to quickly resolve incidents and service requests. 
B) Service desks typically do not offer emergency support after regular business hours, as it is too costly. 
C) It allows for flexible analyst schedules such as ten hour days with three days off, which accommodate different analyst needs. 
D) Service desks strive to provide the same depth of support after hours as during business hours.

When Web support sites are well-designed ____.

Completion -Prior to approving a project, upper management may require a(n) _______ case, which describes the reasons that the project is being considered.

Which is true about the career paths available to service desk analysts?

Which is true in today's workplace?

At their essence, different generations of technology users tend to have the same needs and expectations with regards to service desk and support.

The benefits of certification include certificates never losing value over time.

Project management skills enable service desk analysts to participate in projects affecting the service desk and ensure the service desk's needs are being fully addressed.

Completion -With _______-based support, customers pay for support services on a per-use basis.

Since the trend is for people to stick with one or two jobs throughout their career, it is best to gain skills specific to the company for whom you're working. That will give you the best chance for success.

How are best practice frameworks and standards used to redesign processes?

Individuals in management must understand key project deliverables, such as the ____, which describes the work to be done in a project.

____ certifications include Foundation, Intermediate, Expert, and Master, and they enable individuals to contribute to efforts to improve the quality of IT services and IT service management processes.

The trend is that all Web-based services will soon be offered for some type of a fee.

The current trend is that outsourcing will not be an option to service desks in the future.

The most successful companies in the future will be those that keep a close eye on business and service desk industry trends and embrace the ones that enable them to achieve their goals.

To increase the service desk's ability to assist customers at the first point of contact, companies are using VRUs, web-based features such as chat, and skills-based routing.

Whether a company charges for support or not has no bearing on how an analyst accounts for his or her time.

If a company pays for an analyst's certification, they may require the analyst to stay with the company for a certain amount of time once they are certified.

____ contributes to a successful service desk career.

Which is true about 24x7 support?

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

When Web support sites are well-designed ____.

Completion -Prior to approving a project, upper management may require a(n) _______ case, which describes the reasons that the project is being considered.

Which is true about the career paths available to service desk analysts?

Which is true in today's workplace?

At their essence, different generations of technology users tend to have the same needs and expectations with regards to service desk and support.

The benefits of certification include certificates never losing value over time.

Project management skills enable service desk analysts to participate in projects affecting the service desk and ensure the service desk's needs are being fully addressed.

Completion -With _______-based support, customers pay for support services on a per-use basis.

Since the trend is for people to stick with one or two jobs throughout their career, it is best to gain skills specific to the company for whom you're working. That will give you the best chance for success.

How are best practice frameworks and standards used to redesign processes?

Individuals in management must understand key project deliverables, such as the ____, which describes the work to be done in a project.

____ certifications include Foundation, Intermediate, Expert, and Master, and they enable individuals to contribute to efforts to improve the quality of IT services and IT service management processes.

The trend is that all Web-based services will soon be offered for some type of a fee.

The current trend is that outsourcing will not be an option to service desks in the future.

The most successful companies in the future will be those that keep a close eye on business and service desk industry trends and embrace the ones that enable them to achieve their goals.

To increase the service desk's ability to assist customers at the first point of contact, companies are using VRUs, web-based features such as chat, and skills-based routing.

Whether a company charges for support or not has no bearing on how an analyst accounts for his or her time.

If a company pays for an analyst's certification, they may require the analyst to stay with the company for a certain amount of time once they are certified.

____ contributes to a successful service desk career.

Which is true about 24x7 support?

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