Question 1

During the 2010s, changes to the service desk include analysts needing to become skilled at working with vendors to isolate and determine the root cause of incidents and problems and remotely handling many of the traditional field services group's responsibilities.

Accepted Answer

A) True 
 B)False  True

Question 2

Where was ITIL developed?

Accepted Answer

A)  United States
B)  Australia
C)  Canada
D)  United Kingdom D

Question 3

In the early 1990s, help desks began to assess their efficiency and effectiveness by creating metrics and measuring customer satisfaction levels. This demonstrated their contribution to an organization's bottom line.

Accepted Answer

A) True 
 B)False  True

Question 4

Completion
-Today, the service industry makes the distinction that a customer buys products and services, while a(n) _______ consumes products or services.

Accepted Answer

The answer of Completion
-Today, the service industry makes the distinction...

Question 5

Off-the-shelf products are ____.

Accepted Answer

A)  software products developed in-house for your company's use
B)  software products that are developed and distributed commercially
C)  custom software products developed for high-paying customers
D)  reusable software utilities that are easily supportable

Question 6

IT service management (ITSM) is a discipline for managing IT services that focuses on the quality of those services and the relationship that the IT service provider has with its customers.

Accepted Answer

A) True 
 B)False

Question 7

Today's environment, where people have access to their information and computing systems from public shared access points, is called anywhere computing.

Accepted Answer

A) True 
 B)False

Question 8

Skills such as customer service skills, listening skills, and verbal communication skills are all considered ____ skills.

Accepted Answer

A)  business
B)  customer service
C)  soft
D)  communication

Question 9

Web 2.0 is a concept that emphasizes enabling web users to interact, collaborate, and generate content, rather than passively view content created by others.

Accepted Answer

A) True 
 B)False

Question 10

As the computer industry has evolved, the concept of technical support has moved from a narrow focus on fixing technical problems to a much more comprehensive focus on supporting customers and helping them use technology to achieve business goals.

Accepted Answer

A) True 
 B)False

Question 11

Which is the best example of a service request?

Accepted Answer

A)  A user wants information about a an upcoming release
B)  A user can't log into his/her computer after returning from lunch
C)  A user reports that the network is running slowly
D)  A user wants to make major changes to an application

Question 12

In the 1970s, vendors tried to encourage customers to "screen" problem calls before calling the vendor in order to ____.

Accepted Answer

A)  ensure VIPs received immediate service at a low cost
B)  ensure all required information was documented
C)  ensure customers who didn't have service contracts didn't get service
D)  determine the exact nature of the problem

Question 13

The process of negotiating and managing customer expectations is called ____.

Accepted Answer

A)  service level management
B)  requirements management
C)  request fulfillment
D)  incident management

Question 14

Recent Gartner Group studies indicate that the number of companies supporting corporate applications on personal devices is declining because of security and liability issues.

Accepted Answer

A) True 
 B)False

Question 15

Anywhere computing involves delivering hosted services over the Internet.

Accepted Answer

A) True 
 B)False

Question 16

When did US companies begin adopting ITIL and the service desk concept, versus the traditional help desk concept?

Accepted Answer

A)  1980s
B)  1990s
C)  2000s
D)  2010s

Question 17

When was the definition of technical support expanded to include customer support?

Accepted Answer

A)  1970s
B)  1980s
C)  1990s
D)  2000s

Question 18

Most companies now have fully proactive service desks.

Accepted Answer

A) True 
 B)False

Question 19

Processes describe how to perform tasks in a procedure.

Accepted Answer

A) True 
 B)False

Question 20

Large software companies often use ____ as they hire people from countries in another part of the world.

Accepted Answer

A)  offshore outsourcing
B)  near-shore outsourcing
C)  onshore outsourcing
D)  virtual outsourcing

Exam 1: Introduction to Service Desk Concepts

During the 2010s, changes to the service desk include analysts needing to become skilled at working with vendors to isolate and determine the root cause of incidents and problems and remotely handling many of the traditional field services group's responsibilities.

Where was ITIL developed?

In the early 1990s, help desks began to assess their efficiency and effectiveness by creating metrics and measuring customer satisfaction levels. This demonstrated their contribution to an organization's bottom line.

Completion -Today, the service industry makes the distinction that a customer buys products and services, while a(n) _______ consumes products or services.

Off-the-shelf products are ____.

IT service management (ITSM) is a discipline for managing IT services that focuses on the quality of those services and the relationship that the IT service provider has with its customers.

Today's environment, where people have access to their information and computing systems from public shared access points, is called anywhere computing.

Skills such as customer service skills, listening skills, and verbal communication skills are all considered ____ skills.

Web 2.0 is a concept that emphasizes enabling web users to interact, collaborate, and generate content, rather than passively view content created by others.

As the computer industry has evolved, the concept of technical support has moved from a narrow focus on fixing technical problems to a much more comprehensive focus on supporting customers and helping them use technology to achieve business goals.

Which is the best example of a service request?

In the 1970s, vendors tried to encourage customers to "screen" problem calls before calling the vendor in order to ____.

The process of negotiating and managing customer expectations is called ____.

Recent Gartner Group studies indicate that the number of companies supporting corporate applications on personal devices is declining because of security and liability issues.

Anywhere computing involves delivering hosted services over the Internet.

When did US companies begin adopting ITIL and the service desk concept, versus the traditional help desk concept?

When was the definition of technical support expanded to include customer support?

Most companies now have fully proactive service desks.

Processes describe how to perform tasks in a procedure.

Large software companies often use ____ as they hire people from countries in another part of the world.