Question 1

The service desk is typically considered ____ support.

Accepted Answer

A) level 0 
B) level 1 
C) level 2 
D) level 3

Question 2

In the 1990s, which was true about world class help desks?

Accepted Answer

A) They resolved a large percentage of problems. 
B) They let their customers dictate support strategies. 
C) They tended to be reactive but were always available. 
D) They escalated problems as quickly as possible.

Question 3

Completion
-The term _______ describes a company that has achieved and sustains high levels of customer satisfaction.

Accepted Answer

The answer of Completion
-The term _______ describes a company that...

Question 4

A service desk that anticipates and prevents problems is known as a preventive service desk.

Accepted Answer

A) True 
 B)False

Question 5

In the 1980s, why did outsourcing have a profound effect on the support industry?

Accepted Answer

A) It enabled companies to reduce the size of their workforce and to charge less for their services while still delivering the same quality of service. 
B) It forced companies to recognize and determine the real costs associated with delivering the support services needed by their customers. 
C) It forced employees to increase their level of expertise and knowledge to keep up with the level attained by outsourcers. 
D) It enabled service desk to achieve world class and best-in-class status as customer satisfaction continually rose.

Question 6

In the 1990s, what led to an explosion of people using computers on a daily basis?

Accepted Answer

A) The rapid commercialization of the Internet 
B) The explosion of PC tools and diagnostics 
C) Companies focusing on providing excellent technical support 
D) Global acceptance of mobile and wireless computing

Question 7

Completion
-ITIL defines a(n) _______ as a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks.

Accepted Answer

The answer of Completion
-ITIL defines a(n) _______ as a means...

Question 8

During the 2000s, ____ was/were the most widely used support channel(s).

Accepted Answer

A) web forms 
B) online chat services 
C) fax 
D) telephone and email

Question 9

In the 1970s, as companies focused on providing technical support, they realized the need to distinguish between ____.

Accepted Answer

A) construction of new systems and effective use of those systems 
B) resolving incidents and identifying and resolving problems 
C) project planning and detailed requirements analysis 
D) installing technology and supporting it in a timely manner

Question 10

The process of handling customer requests for new standard software or a laptop computer is called ____.

Accepted Answer

A) change management 
B) request management 
C) request fulfillment 
D) incident management

Question 11

Customer satisfaction reflects the difference between how a customer perceives he or she was treated and how a customer expects to be treated.

Accepted Answer

A) True 
 B)False

Question 12

During the mid-1980s, help desks took on new activities such as ____.

Accepted Answer

A) developing new software for in house users 
B) fixing software errors reported to the help desk 
C) maintaining system and network status and availability information 
D) defining security access requirements for software programs

Question 13

____ skills include the understanding of the importance of meeting a customer's needs.

Accepted Answer

A) Business 
B) Soft 
C) Analytical 
D) Customer service

Question 14

Of the service desks surveyed by HDI, ____ percent report that the monthly number of tickets they receive is increasing.

Accepted Answer

A) 66 
B) 51 
C) 30 
D) 84

Question 15

Having level one people handle as many contacts as possible ensures economical use of level two and level three resources.

Accepted Answer

A) True 
 B)False

Question 16

When did customers increasingly begin to look for self-help services such FAQs and online knowledge bases?

Accepted Answer

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

Question 17

Describing a software company is as excellent when compared to other software companies means they are ____.

Accepted Answer

A) world class 
B) customer service oriented 
C) top-in-peer group 
D) best-in-class

Question 18

Information management systems are the technology used to capture and distribute known solutions to incidents and answers to FAQs.

Accepted Answer

A) True 
 B)False

Question 19

ITIL is described as ____.

Accepted Answer

A) a set of best practices for IT service management 
B) a discipline for managing IT services that focuses on the quality of those services 
C) the technology used to become best-in-class in an industry peer group 
D) the standard for software development used in the UK

Question 20

____ skills include organizational ability, quick-learning ability, and the ability to reduce stress.

Accepted Answer

A) Organizational 
B) Soft 
C) Self-management 
D) Time-management

Exam 1: Introduction to Service Desk Concepts

The service desk is typically considered ____ support.

In the 1990s, which was true about world class help desks?

Completion -The term _______ describes a company that has achieved and sustains high levels of customer satisfaction.

A service desk that anticipates and prevents problems is known as a preventive service desk.

In the 1980s, why did outsourcing have a profound effect on the support industry?

In the 1990s, what led to an explosion of people using computers on a daily basis?

Completion -ITIL defines a(n) _______ as a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks.

During the 2000s, ____ was/were the most widely used support channel(s) .

In the 1970s, as companies focused on providing technical support, they realized the need to distinguish between ____.

The process of handling customer requests for new standard software or a laptop computer is called ____.

Customer satisfaction reflects the difference between how a customer perceives he or she was treated and how a customer expects to be treated.

During the mid-1980s, help desks took on new activities such as ____.

____ skills include the understanding of the importance of meeting a customer's needs.

Of the service desks surveyed by HDI, ____ percent report that the monthly number of tickets they receive is increasing.

Having level one people handle as many contacts as possible ensures economical use of level two and level three resources.

When did customers increasingly begin to look for self-help services such FAQs and online knowledge bases?

Describing a software company is as excellent when compared to other software companies means they are ____.

Information management systems are the technology used to capture and distribute known solutions to incidents and answers to FAQs.

ITIL is described as ____.

____ skills include organizational ability, quick-learning ability, and the ability to reduce stress.