Quiz 6 – Flashcard Test Answers
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A help desk structured into levels or tiers of support uses a ____.
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multilevel support model
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The ____ position is unlikely to exist in a help desk that is organized in a multilevel support model.
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needs analyst
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Which of these help desk positions is often staffed by an employee with programming or product development experience?
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technical support
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The goal of the multilevel support model is to handle most support incidents at ____.
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the lowest support level
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The usual sequence of incident escalation during help desk incident management is ____.
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from incident screener to product specialist
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The principal concept in the multilevel support help desk model is ____.
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lower level help desk staff can refer difficult problems to higher levels
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Which of the following does not normally occur during the first step in the incident management process?
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Verify that the caller is authorized to call.
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The purpose of prescreening an incident is to ____.
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determine the type of incident and how the help desk staff will handle it
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The process of updating the information about an incident as it is processed and as information is added to the incident record is called incident ____.
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tracking
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The incident management step in which an incident is transferred to a support staff member who has greater experience or resources to handle difficult questions is incident ____.
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escalation
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The incident management step in which a user's problem is satisfactorily dealt with is called incident ____.
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resolution
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The incident management step in which a closed incident is stored for later use in a knowledge base of solved problems is called ____.
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archive the incident
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____ is not a category of management issues covered by the ITIL (Information Technology Infrastructure Library).
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Personnel management
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____ is not a common source of job stress among user support workers.
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All of these are common sources
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Time management tools in a help desk software package probably have the greatest impact on the productivity of ____.
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a help desk agent
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HelpSTAR is an example of a(n) ____.
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commercial help desk package
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In help desk jargon, ACD stands for ____.
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automated call distributor
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Which of the following forms of communication between a user and an agent is asynchronous?
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Email
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The ____ technology trend may change the way computer users access software and data
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cloud computing
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Which of these technology trends may permit a support agent to answer questions about multiple operating systems from a single PC?
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Virtualization
