Question 1

Completion
-A(n) ____ -based system is made up of units of information, such as online documents, database records, or the solution to a common incident, and a set of question and answer pairs that can be used to confirm the solution to an incident.

Accepted Answer

case

Question 2

With the increased availability of more complex service desk technology, service desks have decreased their reliance on e-mail to communicate internally. According to the Help Desk Institute, less than 40% of services desks use e-mail to communicate internally.

Accepted Answer

A) True 
 B)False  False

Question 3

By logging all incidents and service requests, the service desk prevents the most common customer complaint, which is that incidents are lost or forgotten.

Accepted Answer

A) True 
 B)False  True

Question 4

A(n) ____ answers a call and routes it to the next available analyst.

Accepted Answer

A)  automatic call distributor
B)  greeting system
C)  voice response unit
D)  electronic call distributor

Question 5

E-mail systems, unlike instant messaging systems, do provide capabilities of an incident management system, so analysts aren't typically required to record any status updates obtained via e-mail in the service desk's incident management system.

Accepted Answer

A) True 
 B)False

Question 6

A configuration management system ____.

Accepted Answer

A)  is typically maintained by the service desk staff and incident management process, as the service desk is the primary beneficiary of the data
B)  must be populated automatically by applications such as network inventory software in order to be efficient and effective
C)  may provide the ability to view and report on all of the incidents reported about or changes made to a particular hardware device
D)  is typically one single, standalone tool used to store information about the components installed on a computer or network along with related information

Question 7

Which is true about service desks and technology?

Accepted Answer

A)  The nature of a company's business and customer expectations influences a service desk's tool selection.
B)  Small service desks typically don't benefit from technology, and they don't usually have the time to implement it.
C)  It is a best practice for service desks to wait until they are larger and more busy to implement technology.
D)  Some service desks will not be able to benefit from technology; instead they need to ensure that their processes are correct.

Question 8

Completion
-_______ are inventions, processes, or methods that enable the creation and enhancement of tools.

Accepted Answer

The answer of Completion
-_______ are inventions, processes, or methods that...

Question 9

When using e-mail, service desks often use forms, which are predefined items that can be used to quickly create standard e-mail messages.

Accepted Answer

A) True 
 B)False

Question 10

In the context of the DIKW hierarchy, how to resolve an incident or how to upgrade a workstation would be classified as ____.

Accepted Answer

A)  data
B)  information
C)  knowledge
D)  wisdom

Question 11

____ identify/identifies the origin of a call from the type or location of the telephone being used to place a call.

Accepted Answer

A)  ANI
B)  Caller ID
C)  DNIS
D)  IID

Question 12

After vendor tools have been rated, an evaluation matrix makes it easy to collect and compare vendor scores.

Accepted Answer

A) True 
 B)False

Question 13

Simultaneous screen transfer is a function that transfers a customer's call, as well as the information collected by the service desk analyst, to another support analyst.

Accepted Answer

A) True 
 B)False

Question 14

____ can find records that do not contain the search criteria or that contain a value less than, greater than, or equal to the specified search criteria.

Accepted Answer

A)  Case-based reasoning
B)  Query by example
C)  Fuzzy logic
D)  Keyword searching

Question 15

Many companies specify target response times for all contact channels in their SLAs or when communicating services to customers, so that customers will know how long it will take the service desk to resolve the incident or service request.

Accepted Answer

A) True 
 B)False

Question 16

Companies that use skills-based routing require analysts to create and maintain a skills inventory that correlates the products, systems, and services supported by the service desk to each analyst's level of skill.

Accepted Answer

A) True 
 B)False

Question 17

Completion
-On an automatic call distributor (ACD), a(n) _______ state means the analyst is logged on to the ACD but is not accepting calls.

Accepted Answer

The answer of Completion
-On an automatic call distributor (ACD), a(n)...

Question 18

Which is true?

Accepted Answer

A)  Tools and technologies will benefit a service desk even if there are no well-designed processes.
B)  The tools and technologies a service desk uses depend on the number and complexity of the processes being supported.
C)  One of the benefits of tools and technologies on a service desk is to reduce the number of service desk staff.
D)  Tools should be selected prior to defining a service desk's processes and procedures.

Question 19

Service desks often combine or integrate tools and technologies to more easily and quickly transfer data between systems and to automate routine tasks.

Accepted Answer

A) True 
 B)False

Question 20

One advantage of social media is that it delivers content and facilitates interactive communication.

Accepted Answer

A) True 
 B)False

Exam 5: The Technology Component: Service Desk Tools and Technologies

Completion -A(n) ____ -based system is made up of units of information, such as online documents, database records, or the solution to a common incident, and a set of question and answer pairs that can be used to confirm the solution to an incident.

With the increased availability of more complex service desk technology, service desks have decreased their reliance on e-mail to communicate internally. According to the Help Desk Institute, less than 40% of services desks use e-mail to communicate internally.

By logging all incidents and service requests, the service desk prevents the most common customer complaint, which is that incidents are lost or forgotten.

A(n) ____ answers a call and routes it to the next available analyst.

E-mail systems, unlike instant messaging systems, do provide capabilities of an incident management system, so analysts aren't typically required to record any status updates obtained via e-mail in the service desk's incident management system.

A configuration management system ____.

Which is true about service desks and technology?

Completion -_______ are inventions, processes, or methods that enable the creation and enhancement of tools.

When using e-mail, service desks often use forms, which are predefined items that can be used to quickly create standard e-mail messages.

In the context of the DIKW hierarchy, how to resolve an incident or how to upgrade a workstation would be classified as ____.

____ identify/identifies the origin of a call from the type or location of the telephone being used to place a call.

After vendor tools have been rated, an evaluation matrix makes it easy to collect and compare vendor scores.

Simultaneous screen transfer is a function that transfers a customer's call, as well as the information collected by the service desk analyst, to another support analyst.

____ can find records that do not contain the search criteria or that contain a value less than, greater than, or equal to the specified search criteria.

Many companies specify target response times for all contact channels in their SLAs or when communicating services to customers, so that customers will know how long it will take the service desk to resolve the incident or service request.

Companies that use skills-based routing require analysts to create and maintain a skills inventory that correlates the products, systems, and services supported by the service desk to each analyst's level of skill.

Completion -On an automatic call distributor (ACD), a(n) _______ state means the analyst is logged on to the ACD but is not accepting calls.

Which is true?

Service desks often combine or integrate tools and technologies to more easily and quickly transfer data between systems and to automate routine tasks.

One advantage of social media is that it delivers content and facilitates interactive communication.