question

A call center is a place where telephone calls are made or received in high volume.

answer

True (Pg. 3)

question

A known error is a problem that has a documented root cause and a workaround.

answer

True (Pg. 7)

question

Front-line service provider positions include dispatcher, level one analyst, and level one specialist.

answer

True (Pg. 8)

question

With multichannel support customers tend to contact the service desk with more complex incidents, so analysts must have good problem-solving skills.

answer

True (Pg. 16)

question

Supporting mobile workers is particularly challenging for service desks. As a result, service desks are helping to define standards in terms of what mobile devices and applications best serve the needs of users and ensure the security of corporate data assets.

answer

True (Pg. 18)

question

The service desk is experiencing an increased workload due to several trends, such as the expanded role of the service desk as organizations adopt ITIL best practices, more customers, greater awareness by customers of the service desk and its services, and the increasing complexity of technology.

answer

True (Pg. 23&24)

question

Outsourcing is when companies have services provided by an outside supplier, instead of providing them in-house.

answer

True (Pg. 24&25)

question

When hiring people for front-line positions, companies look for people with positive, can do attitudes who genuinely enjoy helping other people and solving problems.

answer

True (Pg. 42)

question

What is a service desk? a. A group of people who resolve incidents b. A phone line used by people who need technical support c. A single point of contact within a company for managing customer incidents and service requests d. A place where telephone calls are made, or received, in high volume

answer

A single point of contact within a company for managing customer incidents and service requests (Pg. 2)

question

The term referring to the wide range of services that enable people and companies to continuously use the computing technology they acquired or developed is known as _____. a. customer support b. technical support c. user support d. support services

answer

technical support (Pg. 3)

question

Which type of support includes services that help a customer understand and benefit from a product's capabilities by answering questions, solving problems, and providing training? a. customer support b. product support c. technical support d. user support

answer

customer support (Pg. 3)

question

ITIL considers the _____ responsible for handling service requests and communications with customers. a. incident management team b. problem management team c. service desk d. call center

answer

service desk (Pg. 4;5)

question

In ITIL, which of the following is an example of an incident? a. an error message b. a user request to reset a password c. a standard change d. corrupt files

answer

an error message (Pg. 5)

question

In ITIL, which of the following is an example of a service request? a. a system outage b. human error c. a standard change d. software bugs

answer

a standard change (Pg. 5)

question

What is the most expensive component of a service desk? a. people b. processes c. technology d. information

answer

people (Pg. 10)

question

Which term refers to the perceived worth, usefulness, or importance of a product or service to the customer? a. cost b. value c. customer service factor d. expectations

answer

value (Pg. 9)

question

Results that customers consider reasonable or due to them are called _____. a. expectations b. service levels c. value d. perceptions

answer

expectations (Pg. 10)

question

Which are used by many Web sites to identify users and track their preferences? a. tracers b. incidents c. cookies d. usernames

answer

cookies (Pg. 11)

question

A(n) ____ service desk responds to questions, distributes information, and handles incidents and service requests for its company's employees. a. external b. global c. local d. internal

answer

internal (Pg. 28)

question

Why are metrics important to a service desk? a. They ensure that the service desk understands the customers' expectations. b. They measure the services desk's responsiveness and its ability to demonstrate a caring attitude and skill. c. They provide service desk analysts the information needed to determine what else they can do to satisfy their customers. d. All of the above.

answer

All of the above. a. They ensure that the service desk understands the customers' expectations. b. They measure the services desk's responsiveness and its ability to demonstrate a caring attitude and skill. c. They provide service desk analysts the information needed to determine what else they can do to satisfy their customers. (Pg. 37)

question

Which types of skills include managing stress and time and continuously learning new skills? a. organizational skills b. time management skills c. soft skills d. self-management skills

answer

self-management skills (Pg. 42)

question

Listening means making an effort to hear something - paying attention.

answer

True

question

When diagnosing a customer's incident, it is important to determine his skill level so you know how to respond and proceed to resolve the incident.

answer

True

question

Sometimes not asking questions is actually a component of providing good customer service.

answer

True

question

When you acknowledge customers' emotions, you are addressing a basic human need to be heard and understood.

answer

True

question

One tip to avoid mental side trips preventing your ability to listen is to keep paper and pen nearby to write down items you don't want to forget.

answer

True

question

When trying to be enthusiastic with customers over the phone, try approaching the phone call as if it were an interaction with a customer standing in front of you.

answer

True

question

In addition to enabling an analyst to obtain the details of a customer's incident or service request, skillful listening also enables analysts to learn ways that a company's products and services can be enhanced and improved.

answer

True

question

____ is/are consistently cited as the most important skill(s) for a support person. a. Problem solving ability b. Listening c. The ability to empathize d. Communication skills

answer

Listening

question

Which of the following is true? a. Resist the temptation to make assumptions about customers' skill levels based on their use of jargon, acronyms, and terminology. b. If a customer is angry or highly agitated, an analyst should try to ask probing questions prior to letting the customer vent. c. Technical service desk analysts need to understand the technology they work with, not the business language that customers use. d. All of the above.

answer

Resist the temptation to make assumptions about customers' skill levels based on their use of jargon, acronyms, and terminology

question

When is it appropriate to interrupt a customer? a. When he is upset. b. When he is being abusive. c. When he is describing what caused his incident. d. It is never appropriate to interrupt a customer.

answer

When he is being abusive

question

If a customer is very angry, an analyst should _____. a. let him vent b. use a verbal nod of the head to indicate he is listening c. refrain from interrupting him d. All of the above

answer

All of the above a. let him vent b. use a verbal nod of the head to indicate he is listening c. refrain from interrupting him

question

If you are unsure whether a customer understands what you have just said, how should you proceed? a. Continue talking, but speak more slowly so the customer will be sure to understand. b. Keep talking; the customer will interrupt if he has a question. c. Ask the customer if he would like you to repeat what you have said. d. Assume the customer did not understand what you said and repeat, verbatim, the information.

answer

Ask the customer if he would like you to repeat what you have said

question

What is paraphrasing? a. Slowly repeating what the customer has just said. b. Restating information using slightly different words. c. Removing all acronyms from your speech. d. Using appropriate technical jargon in your speech.

answer

Restating information using slightly different words

question

What is the most common way to build rapport with a customer? a. Answer the phone promptly. b. Use a standard, polite greeting when answering the phone. c. Ask the customer how you may help them. d. Listen for the customer's name and use it respectfully during the remainder of your conversation.

answer

Listen for the customer's name and use it respectfully during the remainder of your conversation

question

Which is a common mistake in customer service? a. Delivering too much information. b. Being too empathetic. c. Getting too much information from the customer. d. Being too polite.

answer

Delivering too much information

question

Which factor most influences customer perception when people are communicating over the telephone? a. tone of voice b. verbal communication c. nonverbal communication d. prompt answering of the phone

answer

tone of voice

question

Which is true about voice pitch? a. High-pitched voices are viewed as strong. b. To lower your voice pitch, raise your head. c. Low-pitched voices are associated with someone who is in control. d. All of the above.

answer

Low-pitched voices are associated with someone who is in control

question

Which group of people are most likely to avoid engaging in social conversation and want to get to the point immediately? a. aggressive people b. chatterers c. complainers d. know-it-alls

answer

aggressive people

question

Which is an example of a close-ended question? a. Is there another printer close by that you can use? b. When was the last time you were able to use this device? c. What other applications have you used today? d. What other symptoms have you experienced?

answer

Is there another printer close by that you can use?

question

When interacting with which type of users should you ask open-ended questions? a. chatters b. complainers c. passive d. know-it-alls

answer

passive

question

When dealing with customers over the phone, consistency is particularly important because it builds trust between the analyst and customer, and it teaches customers what they can expect when they call. (True/False)

answer

True

question

If a customer leaves a message for a service desk analyst, the analyst should return the call, even if only to let the customer know that the call was received and logged, and that it is being handled. (True/False)

answer

True

question

If all analysts are busy, most phone systems place the customer in a queue and play a message indicating that all analysts are busy. (True/False)

answer

True

question

The use of a script, or standard set of text and behaviors, is a common service desk practice that is particularly useful when providing technical support. (True/False)

answer

True

question

If an analyst cannot tell a customer when he should expect a resolution, the analyst should give the customer a timeframe within which he can expect an update on the call's status. (True/False)

answer

True

question

Two things that most frustrate customers are being placed on hold for an extended period of time and being transferred repeatedly. (True/False)

answer

True

question

If a manager is going to evaluate an analyst's handling of a call, the analyst should be provided with a checklist of what constitutes a successful call, prior to being evaluated. (True/False)

answer

True

question

Service desks that respond to calls in a consistent manner are perceived as more professional than those that do not. (True/False)

answer

True

question

Which is true about Voice over Internet Protocol (VoIP)? a. Because of the large expense of VoIP, newer call centers and service desks are often reluctant to be VoIP only. b. A challenge to using VoIP is that typically the existing data network cannot be used to route calls, so there are fees to upgrade. c. Since VoIP systems don't enable many of the computer telephony integration features, service organizations typically need to keep their original phone systems. d. VoIP does make it easy for companies to link local service desks and analysts working at home.

answer

VoIP does make it easy for companies to link local service desks and analysts working at home.

question

What does the acronym ACD stand for? a. Available Call Diagnostic b. Attendant Call Distributor c. Answering Call Identification d. Automatic Call Distributor

answer

Automatic Call Distributor

question

When using an ACD, which state indicates that the analyst is ready to take calls? a. ready b. available c. idle d. wrap-up

answer

available

question

What is the service provided by a local phone company that identifies the telephone number of the person calling? a. caller identification b. automatic number identification c. computer telephony integration d. skills-based routing

answer

caller identification

question

What is the service provided by a long distance phone company that identifies the telephone number of the person calling? a. caller identification b. automatic number identification c. computer telephony integration d. skills-based routing

answer

automatic number identification

question

When dealing with unsupported products, some companies establish a(n) _____ policy, with an established time limit for assisting customers. a. best effort b. quick fix c. workaround d. ad hoc

answer

best effort

question

ITIL defines ____ as the effect an incident is having on the business. a. priority b. severity c. urgency d. impact

answer

impact

question

What kind of transfer is synonymous with a conference call? a. hot transfer b. quick transfer c. cold transfer d. warm transfer

answer

hot transfer

question

Which kind of transfer might be appropriate if there is a backlog of incoming calls in the queue? a. hot transfer b. quick transfer c. cold transfer d. warm transfer

answer

warm transfer

question

Which kind of transfer might be appropriate if the analyst quickly realizes that the customer has dialed the wrong telephone number? a. hot transfer b. quick transfer c. cold transfer d. warm transfer

answer

cold transfer

question

What kind of survey involves calling a customer and asking for feedback on an incident that the service desk recently solved? a. event-driven survey b. overall satisfaction survey c. incident survey d. call survey

answer

event-driven survey

question

What kind of survey asks customers for feedback about all calls they made to the service desk during a certain time period? a. event-driven survey b. overall satisfaction survey c. incident survey d. performance survey

answer

overall satisfaction survey

question

It is important to remember that although e-mail is an easy way to communicate with customers, it does not provide many of the capabilities that an incident management system provides.

answer

True

question

The challenge with keyword searching is that keywords must be indexed to be located and an exact match must be found.

answer

True

question

In which instance will customers most likely use IM technology? a. For non-critical problems. b. When they want to receive detailed information. c. When they want to obtain answers to FAQs. d. When they have questions that need to be answered before they order a new product.

answer

When they have questions that need to be answered before they order a new product.

question

____ is the application of information along with people's experiences, ideas, and judgments. a. Knowledge b. Common sense c. Wisdom d. Problem solving

answer

Knowledge

question

____ is a uniquely human characteristic and generally deals with the future. a. Knowledge b. Common sense c. Wisdom d. Information

answer

Wisdom

question

A(n) ____ is a Web site that can be accessed by the general public but requires a password to gain entry to all or parts of the site. a. extranet b. internet c. intranet d. secure server

answer

extranet

question

Which of the following works well for entry-level analysts and involves a structure of questions and possible answers designed to lead an analyst to a solution? a. fuzzy logic b. CBR c. decision trees d. QBE

answer

decision trees

question

Who is responsible for maintaining a knowledge management system? a. a knowledge engineer b. a database administrator c. a technical writer d. a resolution writer

answer

a knowledge engineer

question

A ____ is software used to manage the content of a Web site. a. Web management system b. knowledge management system c. case-based reasoning system d. content management system

answer

content management system

question

If one resolution can be used to solve many incidents or service requests, it is referred to as a ____. a. multiple relationship b. one-to-many relationship c. reusable relationship d. complex relationship

answer

one-to-many relationship

question

Which type of report typically provides an assessment of the current environment, a description of items that will result in an improved environment, and recommendations? a. progress report b. requirements report c. feasibility report d. status report

answer

requirements report

question

Some organizations adopt a commercially available ____ which provides guidance on topics such as punctuation and grammar usage. a. style guide b. grammar manual c. writing standard d. rules of grammar and punctuation

answer

style guide

question

Which type of narrative is commonly used in technical writing? a. first-person b. second-person c. third-person d. All are commonly used.

answer

third-person

question

What is a form? a. A predefined document that contains text or graphics users cannot change and areas in which users enter data. b. A predefined item that can be used to quickly create a standard document or e-mail message. c. The standard method of entering data into an incident management system. d. An element of a database record in which one piece of data is stored.

answer

A predefined document that contains text or graphics users cannot change and areas in which users enter data.

question

What is a template? a. A predefined document that contains text or graphics users cannot change and areas in which users enter data. b. A predefined item that can be used to quickly create a standard document or e-mail message. c. The standard method of entering data into an incident management system. d. An element of a database record in which one piece of data is stored.

answer

A predefined item that can be used to quickly create a standard document or e-mail message.

question

A positive attitude is a key characteristic of professionalism, and your attitude is your choice.

answer

True

question

A good service desk motto to remember is, "Keep the customer informed, keep the customer!"

answer

True

question

Whether you are left- or right-brained, you must still be able to maintain control of you ability to think logically.

answer

True

question

Whether you are interacting on the phone or face-to-face, the customer will most likely notice if you exhibit symptoms of being upset or angry.

answer

True

question

When facing a difficult customer situation, use positive self-talk to remind yourself that you cannot take the situation too personally.

answer

True

question

Finding humor in a stressful situation is an excellent stress-coping machanism.

answer

True

question

Best practice frameworks such as ____ help organizations establish customer-focused processes and technologies in an effort to minimize difficult situations. a. ITIL b. ISO 20K c. ERP d. HDI

answer

ITIL

question

Which is the first step when handling difficult customer situations? a. Let the customer vent. b. Listen actively. c. Get focused. d. Acknowledge the customer's emotional state.

answer

Get focused.

question

To win over a difficult customer, what should an analyst do? a. Listen to the customer passively. b. Answer the call as quickly as possible, even if the analyst is not ready. c. Restate the situation and gain customer agreement. d. Let the customer control the call.

answer

Restate the situation and gain customer agreement.

question

When dealing with angry or abusive customers, which is the best course of action? a. Be aware of your company's policies regarding these types of issues. b. Transfer the customer to an analyst who doesn't get upset easily. c. Handle the customer as you see fit, even if it means threatening legal action. d. Hang up the phone immediately and make notes accordingly in the incident record.

answer

Be aware of your company's policies regarding these types of issues.

question

An analyst calling a customer to say that he is going to be late arriving at the customer's site, before he is late, is an example of _____. a. follow-through b. diligence c. follow-up d. responsiveness

answer

follow-through

question

Verifying that the customer's incident has been resolved to the customer's satisfaction and hasn't recurred is an example of _____. a. follow-through b. active listening c. follow-up d. responsiveness

answer

follow-up

question

Resisting the temptation to shout back at a customer who shouts at you is an example of which technique for staying in control? a. Learning to respond, not react b. Staying calm under pressure c. Getting ready for your next call d. Improving concentration

answer

Learning to respond, not react

question

Typically, what does the right side of the brain handle? a. memorized data b. versatility c. logical thinking d. All of the above

answer

versatility

question

Typically, what does the left side of the brain handle? a. emotion b. sense of humor c. linear thinking d. creativity

answer

linear thinking

question

Which is comparable to the practice of "counting to ten" before you speak? a. taking a deep breath b. sipping water c. using positive imagery d. using positive self-talk

answer

sipping water

question

Which calming technique also helps you keep up your energy and retain a positive attitude? a. Taking a deep breath b. Counting to ten c. Using mental pictures to influence your thinking in a positive way d. Using words to influence your thinking in a positive way

answer

Taking a deep breath

question

Which is an example of using positive imagery? a. Drawing a funny picture on a notepad b. Imagining yourself in a bitter one-on-one battle with your customer c. Replacing an image of an angry customer with someone you love d. Mentally telling yourself that you know how to successfully handle the situtation

answer

Replacing an image of an angry customer with someone you love

question

Which will help you to unwind after a stressful situation? a. coffee b. nuts c. chocolate d. tea

answer

nuts

question

When multiple groups are involved in solving an incident or problem, processes and procedures provide the framework that enables each group to understand what to do and how to do it.

answer

True

question

Studies indicate that a high percentage of technical incidents are recurring in nature.

answer

True

question

ITIL defines a known error as a problem that has a documented root cause and a workaround.

answer

True

question

Incident priority typically remains the same throughout the life of an incident. This ensures it is resolved in the proper time frame and that it is not forgotten or neglected.

answer

True

question

Many companies establish standards that determine what technologies customer use, which influence what technologies the service desk supports along with what resources the service desk can use to simulate incidents.

answer

True

question

Some incident resolutions, such as completely replacing a piece of equipment, may need a request for change to be generated. A company's change management process will dictate whether a request for change must be generated.

answer

True

question

When trying to provide good customer service, it is important to remember that even bad news is better than no news at all.

answer

True

question

Two reasons that it is necessary to periodically review the incident management system data are to ensure that the service desk analysts are documenting the incidents correctly and that level two service providers are documenting resolutions correctly.

answer

True

question

The ____ is the most basic reason for an undesirable condition. a. problem b. incident c. root cause d. fault

answer

root cause

question

Which is a diagram that shows the sequence of tasks that occur in a process? a. grid b. flowchart c. procedure d. problem solving guide

answer

flowchart

question

Which symbol represents the end or stopping point of a process in a flowchart? a. a square b. a diamond c. a triangle d. an oval

answer

an oval

question

Which is the first step in the incident management process? a. identification b. investigation c. diagnosis d. logging

answer

identification

question

In which step in the incident management process is an incident categorized and assigned a priority? a. identification b. investigation c. diagnosis d. logging

answer

logging

question

Which is an activity in the problem management process but not in the incident management process? a. root cause analysis b. identification c. investigation and diagnosis d. resolution

answer

root cause analysis

question

In the incident management process, ____, such as "When will my equipment arrive?", are typically handled by the service desk. a. questions b. inquiries c. incidents d. known questions

answer

inquiries

question

Which would most likely be used to link customer records to incident records? a. customer number b. incident type c. incident description d. customer department

answer

customer number

question

Which is included in both a detailed and a short incident description? a. the results a customer expects b. the steps the customer took to get results c. the history or pattern of the incident d. the actual results a customer is experiencing

answer

the actual results a customer is experiencing

question

Which is true? a. The root cause is not recorded in the incident record. When justified, a problem record is created and used to investigate and eliminate the root cause. b. When found, the root cause is recorded in the incident record and linked to associated problem records. c. The root cause is recorded in the problem record and also in all associated incident records. d. The root cause is recorded in the known error record and linked to all associated incident and problem records.

answer

The root cause is not recorded in the incident record. When justified, a problem record is created and used to investigate and eliminate the root cause.

question

Which is true about a Basic Problem-Solving Checklist? a. It should contain only complex questions that are easy for analysts to forget. b. It should be developed with the assistance of level two analysts. c. It should be used each and every time a customer has an incident. d. It should always be in paper format for easy accessibility.

answer

It should be developed with the assistance of level two analysts.

question

Incident management is known as a(n) ____ process, because the customer who reports an incident must accept the solution before the incident can be closed. a. customer focused b. closed loop c. open loop d. proactive

answer

closed loop

question

____ is a technique which involves defining and describing the problem, establishing possible causes, testing the most probable cause, and verifying the true cause. a. Cause and effect analysis b. Pareto analysis c. Kepner-Tregoe problem analysis d. Brainstorming

answer

Kepner-Tregoe problem analysis

question

Trend reports make it possible to determine the most common problems and also make it possible for analysts to identify anomalies, or deviations or departures from the average or the norm.

answer

True

question

During your presentation, if answering questions and throwing off your timing is a concern, ask your audience to please hold their questions until the end. If you do answer questions as they are asked, remember to answer the question asked and only the question asked. Resist the temptation to go off on a tangent.

answer

True

question

Acceptance criteria are the conditions that must be met before the project deliverables are accepted.

answer

True

question

Calculating ROI has many benefits, including greater credibility for IT and better alignment with the business. ROI can be a complex and time-consuming calculation; therefore, it is typically reserved for larger technology investments.

answer

True

question

As technical professionals advance to team leader or supervisory positions, they should be able to use techniques such as ____, to compare two or more potential solutions to determine an optimum solution. a. cost benefit analysis b. return on investment calculations c. feasibility studies d. business cases

answer

cost benefit analysis

question

If a prospective service desk candidate doesn't have service experience, which prior job experience would most likely be considered relevant? a. teaching b. accounting c. financial analysis d. general contracting

answer

teaching

question

Which would be considered service industry knowledge? a. customer service skills b. financial skills c. engineering skills d. software development skills

answer

customer service skills

question

Skills that are unique to the profession that the service desk supports, such as accounting or banking skills, are called ____. a. field expertise b. service knowledge c. subject matter knowledge d. industry knowledge

answer

industry knowledge

question

____are the rules and standards that govern the conduct of a person or group of people. a. Moral codes b. Ethics c. Governing policies d. Mores

answer

Ethics

question

Which would be best to show how parts relate to the whole? a. pie chart b. line chart c. bar chart d. Gantt chart

answer

pie chart

question

Which process is performed to determine why incidents are occurring so steps can be taken to prevent similar incidents from occurring in the future? a. trend analysis b. root cause analysis c. symptom analysis d. cost benefit analysis

answer

root cause analysis

question

Which is true? a. Root cause analysis is an important step in the incident management process. b. Until the root cause of incidents is identified and eliminated, it is likely that the customer will continue to experience incidents. c. Typically, root causes are technology related. d. ITIL best practices state that root cause analysis should be performed for all incidents.

answer

Until the root cause of incidents is identified and eliminated, it is likely that the customer will continue to experience incidents.

question

Which is true? a. Service desks that use trend and root cause analysis proactively are able to justify and acquire the resources they need, when they need them. b. Trend analysis is more difficult than root cause analysis, so not all companies evaluate trends. c. Service desks that use trend and root cause analysis only reactively are typically very successful at handling incidents efficiently and effectively. d. Given the rapid pace at which technology is changing, it is reasonable to expect that someday, trend and root cause analysis will prevent all incidents.

answer

Service desks that use trend and root cause analysis proactively are able to justify and acquire the resources they need, when they need them.

question

Justifying improvement initiatives typically involves stating the expected benefits in the form of goals or objectives and expressing those goals as what? a. benchmarks b. baselines c. metrics d. tangibles

answer

metrics

question

When an improvement project begins, you should capture a ____, or starting point, that can be used to demonstrate the success of your improvement efforts. a. benchmark b. zero point c. metric d. baseline

answer

baseline

question

According to HDI, which has the highest cost per contact? a. phone call b. e-mail c. chat d. walkup

answer

walkup

question

Comparing the service desk's performance metrics and practices to those of another service desk in an effort to identify improvement opportunities is called ____. a. benchmarking b. baselining c. cost-benefit analysis d. trend analysis

answer

benchmarking

question

When rehearsing your presentation, what is important to remember? a. If you are an experienced speaker, there is no need to rehearse your presentation. b. It is better to have your presentation run a little bit long than a little short. Typically you speak faster when actually presenting, so you will make up the time. c. Memorizing a presentation is often key to enabling inexperienced speakers deliver a perfect presentation. d. When rehearsing, note where you should be at the halfway point of your allotted time. That way, if you are ahead, you can add another example or two, or if you are behind, you can pick up the pace.

answer

When rehearsing, note where you should be at the halfway point of your allotted time. That way, if you are ahead, you can add another example or two, or if you are behind, you can pick up the pace.

question

Which may be considered a project? a. installing a new computer b. moving an office c. creating a set of new FAQs d. All of the above

answer

All of the above a. installing a new computer b. moving an office c. creating a set of new FAQs

question

Which is a report that describes the business reasons that a change is being considered? a. an ROI report b. a cost-benefits analysis report c. a project d. a business case

answer

a business case

question

Who has ultimate authority over a project? a. project sponsor b. project owner c. project stakeholder d. project manager

answer

project sponsor

question

Which is true about projects? a. All projects require a team. b. The project overview is a summary document that describes the project, its objectives, and how the objectives are to be achieved. c. The project stakeholder is responsible for ensuring that the project is aligned with the organization's business goals. d. One of the project manager's most important responsibilities is developing and maintaining the project plan.

answer

One of the project manager's most important responsibilities is developing and maintaining the project plan.

question

For large projects, you should create a _____, which is a task-oriented breakdown of the work to be done. a. project plan b. task list c. work breakdown structure d. milestone chart

answer

work breakdown structure

question

The dramatic increase in the number of integrated products and systems makes it even more difficult for analysts to diagnose and determine the probable source of incidents.

answer

True

question

A service desk's mission statement is a written statement indicating the customers that the service desk serves, the types of services the service desk provides, and how the service desk delivers those services.

answer

True

question

Most successful teams are made up of players who have unique skills and exhibit varying approaches to teamwork.

answer

True

question

Service desk analysts are accountable to the members of their team and to the "greater team" that constitutes the customer service value chain within their company and which includes external suppliers.

answer

True

question

To perform at maximum efficiency and effectiveness, a team must have a clear sense of purpose; a team leader cannot expect a team to follow blindly.

answer

True

question

Customers form opinions of the entire company or department based on their interactions with the service desk.

answer

True

question

Event-driven surveys are an excellent way to capture information about an individual analyst's performance.

answer

True

question

Average call duration is the average length of time required to handle calls, and it is often used as an individual performance metric.

answer

True

question

What is a person called who contributes to a group's success by cooperating freely and communicating openly with the others in the group? a. analyst b. supervisor c. team player d. facilitator

answer

team player

question

What are measurable objectives that support the service desk's mission called? a. service level objectives b. service desk goals c. service desk performance plans d. service level agreements

answer

service desk goals

question

What are measurable objectives for analysts that support the service desk's mission called? a. individual performance goals b. service level objectives c. service desk analyst performance objectives d. analyst level agreements

answer

individual performance goals

question

A ____ team is a group of people who work across time, space, and organizational boundaries. a. virtual b. cyber c. follow-the-sun d. remote

answer

virtual

question

Which group of people are apt to question authority, will stay with an employer only when they are being offered a variety of experiences, and seek a balance between their work and personal lives? a. Seniors b. Baby boomers c. Generation X d. Generation Y

answer

Generation Y

question

Which is true about a team's development? a. The best teams accept and embrace change by taking a step back to the forming stage to clarify the team's purpose and members' roles and responsibilities. b. The best teams effectively weather change by taking a step back to the norming stage and have team members begin to take ownership for the team's performance. c. When change occurs, it is best to evaluate each and every member on the team, decide who should remain and who should leave, and quickly find new members to replace those who have left. d. All teams eventually reach the performing stage and begin to see some of their goals being accomplished.

answer

The best teams accept and embrace change by taking a step back to the forming stage to clarify the team's purpose and members' roles and responsibilities.

question

What should you remember when faced with conflict? a. If you discuss the past and determine what/who caused the problem, it may help resolve the issue. b. It is better to keep to the issues of the discussion. c. It is ok to keep repeating the same thing over and over, as the other person will eventually understand. d. You should not change your mind, or you will not seem confident.

answer

It is better to keep to the issues of the discussion.

question

During the forming stage of a team, who will push the team to set high standards? a. a collaborator b. a communicator c. a challenger d. a contributor

answer

a challenger

question

During the performing stage of a team, who will encourage the team to stay focused on its goals, and, when needed, revisit its goals in an effort to continuously improve? a. a collaborator b. a communicator c. a challenger d. a contributor

answer

a collaborator

question

____ includes the ability to recognize and manage one's emotions and the emotions of others, motivate oneself and restrain impulses, and effectively handle interpersonal relationships. a. Emotional intelligence b. Common sense c. Right-brained intelligence d. Personality intelligence

answer

Emotional intelligence

question

What is the percentage of closed incidents that had to be opened back up within a given time period? a. reopen % b. resolution % c. closed % d. wrap up %

answer

reopen %

question

What is the percentage of incidents an analyst resolved compared to the total number of incidents that an analyst handled during a given time period? a. reopen % b. resolution % c. closed % d. wrap up %

answer

resolution %

question

Which is a metric typically generated by an e-mail response system? a. average number of exchanges b. availability c. time idle d. resolution %

answer

average number of exchanges

question

People working on a service desk cannot control the number of contacts that they will receive on any given day. When you cannot control what happens around you or what other people do, you can choose whether or not to expose yourself to a stressor. Service desk analysts can be prepared for that variable contact by being focused and organized.

answer

True

question

Success in today's business world belongs to the people who embrace change and who are ready and willing to reinvent themselves as needed to contribute to the company's goals.

answer

True

question

Research shows that the immune system breaks down when we do not handle stress well.

answer

True

question

Exercise provides a great way of releasing a great deal of the muscle tension that can accumulate from stress, so try to fit in exercise sometime during the day.

answer

True

question

One way to reduce stress is to commit yourself to relaxation. Perform an activity that leaves you free of tension and refreshed both physically and mentally.

answer

True

question

The two best ways to cope with deadlines are to clearly define the work to be done and then be realistic about what you can accomplish each day, week, and year.

answer

True

question

Failing to plan ahead is a common contributor to people's stress.

answer

True

question

For stress to be a positive part of life, it must be ____. a. managed b. eliminated c. worked around d. ignored

answer

managed

question

Working for a nonprofit company that lacks financial resources or working for a start-up company that lacks the infrastructure and discipline found in mature companies can be considered what kind of stressors? a. institutional stressors b. situational stressors c. personal stressors d. company stressors

answer

institutional stressors

question

Difficult customer situations, constantly being exposed to and needing to learn new technologies, and lack of career opportunities are considered what kind of stressors? a. institutional stressors b. situational stressors c. personal stressors d. company stressors

answer

situational stressors

question

Which kind or stressors do you have the greatest ability to influence? a. institutional stressors b. situational stressors c. personal stressors d. company stressors

answer

personal stressors

question

Which kind or stressors may include a tough commute to work or being tired from your physical fitness regimen? a. institutional stressors b. situational stressors c. personal stressors d. company stressors

answer

personal stressors

question

What is the most important step you can take in terms of coping with stress and avoiding burnout? a. Acknowledge that you are the victim. b. Realize that there is nothing you can do. c. Accept responsibility for the stress you are experiencing. d. Allow yourself to get mad and vent.

answer

Accept responsibility for the stress you are experiencing.

question

According to Charles Darwin, which people survive? a. the strongest b. the most intelligent c. the most responsive to change d. All of the above.

answer

the most responsive to change

question

One of the tips for mastering change is to recognize ____ as the labor of the Information Age. a. learning b. responding c. adapting d. technology

answer

learning

question

As a service desk analyst, what does the job description that ends with requiring you to perform "...other duties as assigned" mean to you? a. It means that this is a new, entry level position, and management hasn't yet decided what the responsibilities are. b. It means that other workers will tell you what you need to do and give you the information to do it. c. It means that you should develop the ability to quickly figure out what needs to be done and do it. d. It means you should ask management exactly what your responsibilities are.

answer

It means that you should develop the ability to quickly figure out what needs to be done and do it.

question

Which is true about project management skills? a. They provide you with the ability to identify and attend to details, while at the same time staying focused on the big picture. b. Only people who work on large projects or develop new systems need project management skills. c. Good project management skills can be developed very quickly and are highly transferable. d. They are not transferable, as each company has their own way of managing projects.

answer

They provide you with the ability to identify and attend to details, while at the same time staying focused on the big picture.

question

Upon perceiving a stressful event, our mind triggers an alarm that mobilizes our body for action. These physiological changes are known as ____. a. fight-or-flight reaction b. distress c. eustress d. reflexes

answer

fight-or-flight reaction

question

____ is one of the first signs of dehydration. a. Fatigue b. Irritability c. Nervousness d. Stuttering

answer

Fatigue

question

Which will help you eliminate time robbers? a. Avoid distractions like letting the travel department make your reservations; it's faster to do it on your own. b. Always figure things out on your own; other analysts are busy too. c. Handle recurring tasks manually; they don't take much time. d. Suggest constructive ways to make improvements.

answer

Suggest constructive ways to make improvements.

question

Which will help you eliminate time robbers? a. Avoid distractions like letting the travel department make your reservations; it's faster to do it on your own. b. Always figure things out on your own; other analysts are busy too. c. Handle recurring tasks manually; they don't take much time. d. Suggest constructive ways to make improvements.

answer

Suggest constructive ways to make improvements.

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