Question 1

Since management is familiar with the overall mission and direction of the service desk, they are really the only ones who should be involved in the goal and metric-setting process.

Accepted Answer

A) True 
 B)False  False

Question 2

Data, such as a customer's name, address, or location is called ____ data.

Accepted Answer

A)  incident
B)  customer
C)  status
D)  problem B

Question 3

Which is true?

Accepted Answer

A)  In order to be successful, service desk analysts need to understand the goals of the service desk, but understanding the goals of the department and the company as a whole, are management responsibilities.
B)  In order to be successful, service desk analysts need to understand the goals of the service desk and their department, but understanding the goals of the company as a whole, are management responsibilities.
C)  In order to be successful, service desk analysts need to understand the goals of the service desk, their department, and the goals of the company as a whole.
D)  In order to be successful, service desk analysts need to understand the key performance indicators (KPIs)  and critical success factors (CSFs)  requested by the customers. C

Question 4

When a service desk is moving from a reactive state to a proactive one ____.

Accepted Answer

A)  a systematic plan will enable this transformation to take place very quickly and efficiently
B)  setting up efficient processes is not important; collecting data is critical to the success of the transformation
C)  management should assume that service desk analysts understand the importance of gathering information
D)  service desk management may encourage analysts to capture data to gain senior management's trust

Question 5

It is important to measure individual service desk analyst performance because every analyst influences the team's ability to achieve its goals and expected service levels.

Accepted Answer

A) True 
 B)False

Question 6

Service desks are either proactive or reactive; there is no middle ground.

Accepted Answer

A) True 
 B)False

Question 7

When surveying customers about a particular incident, It doesn't really matter when the survey is conducted; any information at any time is valuable.

Accepted Answer

A) True 
 B)False

Question 8

Service desks that don't have formal SLAs are unable to use performance metrics.

Accepted Answer

A) True 
 B)False

Question 9

A measure of the time and effort required to deliver services in relation to their cost is called ____.

Accepted Answer

A)  effectiveness
B)  efficiency
C)  quality
D)  economy

Question 10

The most important goal for an entire company is ____.

Accepted Answer

A)  customer satisfaction
B)  customer loyalty
C)  saving money
D)  having the latest technology

Question 11

Not having formally defined processes results in service desk analysts not having clear roles and responsibilities.

Accepted Answer

A) True 
 B)False

Question 12

One of the keys to a successful monitoring program is a checklist given to analysts that describes the specific criteria that management will use to measure call quality.

Accepted Answer

A) True 
 B)False

Question 13

How well services meet customer expectations is called ____.

Accepted Answer

A)  effectiveness
B)  efficiency
C)  quality
D)  customer satisfaction

Question 14

A database is a collection of related fields.

Accepted Answer

A) True 
 B)False

Question 15

The more clearly companies define how performance is measured, the more successfully the company, departments, and the service desk analysts can meet their goals and customers' expectations.

Accepted Answer

A) True 
 B)False

Question 16

What is one benefit of organizations such as the Help Desk Institute, the Technology Services Industry association, and supportindustry.com?

Accepted Answer

A)  Together they have agreed upon a standard set of metrics that all service desks should use.
B)  They each provide versions of "industry standard" metrics, sometimes for a fee.
C)  They all develop software solutions to assist service desks in producing "industry standard" metrics.
D)  They will assist service desks in collating surveys and using them as a baseline for producing metrics.

Question 17

Since service desks perform different functions and support different industries, there are not common categories for data captured.

Accepted Answer

A) True 
 B)False

Question 18

____ occurs when a supervisor or team leader listens to a live or recorded call in order to measure the quality of an analyst's performance during the call.

Accepted Answer

A)  Observing
B)  Evaluation
C)  Role playing
D)  Monitoring

Question 19

Completion
-A(n) _______ is a location in a database that stores a particular piece of data.

Accepted Answer

The answer of Completion
-A(n) _______ is a location in a...

Question 20

When maintaining customer records, it is best practice to maintain all data in a single CMDB, accessible by all who are authorized.

Accepted Answer

A) True 
 B)False

Exam 6: The Information Component: Service Desk Performance Measures

Since management is familiar with the overall mission and direction of the service desk, they are really the only ones who should be involved in the goal and metric-setting process.

Data, such as a customer's name, address, or location is called ____ data.

Which is true?

When a service desk is moving from a reactive state to a proactive one ____.

It is important to measure individual service desk analyst performance because every analyst influences the team's ability to achieve its goals and expected service levels.

Service desks are either proactive or reactive; there is no middle ground.

When surveying customers about a particular incident, It doesn't really matter when the survey is conducted; any information at any time is valuable.

Service desks that don't have formal SLAs are unable to use performance metrics.

A measure of the time and effort required to deliver services in relation to their cost is called ____.

The most important goal for an entire company is ____.

Not having formally defined processes results in service desk analysts not having clear roles and responsibilities.

One of the keys to a successful monitoring program is a checklist given to analysts that describes the specific criteria that management will use to measure call quality.

How well services meet customer expectations is called ____.

A database is a collection of related fields.

The more clearly companies define how performance is measured, the more successfully the company, departments, and the service desk analysts can meet their goals and customers' expectations.

What is one benefit of organizations such as the Help Desk Institute, the Technology Services Industry association, and supportindustry.com?

Since service desks perform different functions and support different industries, there are not common categories for data captured.

____ occurs when a supervisor or team leader listens to a live or recorded call in order to measure the quality of an analyst's performance during the call.

Completion -A(n) _______ is a location in a database that stores a particular piece of data.

When maintaining customer records, it is best practice to maintain all data in a single CMDB, accessible by all who are authorized.