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22 Cards in this Set
- Front
- Back
T or F: In a help desk that uses the multilevel support model, the goal is to handle calls at the lowest possible support level. |
TRUE |
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In a helpdesk patterned on a multilevel support model, what is the common title of workers at each level?
A.Level 1: assistant; Level 2 : product specialist; Level 3: Programmer; Level 4: Support Manager C. Level 1:incident screener; Level 2: pruduct specialist; Level 3: technical Support; Level 4: Support Manager |
Level 1:incident screener; Level 2: pruduct specialist; Level 3: technical Support; Level 4: Support Manager |
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_______ is a well defined, formal workflow that help desk staff followed to solve user problems. |
Incident management or call management |
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True or false? Every helpdesk incident, no matter what kind, goes to all 12 steps of the incident management workflow described in the chapter, even if some of the steps do not apply.
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False |
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Of the sequences listed below, which is the correct order of the steps in the incident management workflow: (1) authenticate the incident, (2) archive the incident, (3) log of incident, and (4) prioritize the problem
A. 4-3-1-2 B. 3-1-2-4 C. 1-3-4-2 D. 1-2-3-4 |
1-3-4-2 |
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True or false? The percentage of incidents that cannot be resolved or in the incident management workflow is frequently zero
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False |
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In which category of helpdesk incidence to the following statement fall? "my computer run slowly when I connect to the web in the evenings."
A. A question B. A Problem C. a complaint D. A work order |
Problem |
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A common strategy for assigning a priority to helpdesk calls is:
A. First in, first out B. Last in, first out C. In random order D. In all were the helpdesk agent prefers |
First in, first out |
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the incident management step in which a problem is transferred to support its staff member who has greater experience or resources to handle difficult questions is: A. Assignment B. Screening C. Resolution D. Escalation |
Escalation |
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A _______ is a waiting line into which incoming calls or problem incidents are placed when they cannot be answered immediately |
Queue |
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true or false? An automated incident tracking application is primarily useful in a large help desk operation, but it is an unnecessary expense of a small helpdesk operation |
False |
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true or false? knowledge bases that have special search tools and other helpdesk software features are called smart databases |
true |
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true or false? The purpose of client feedback features in a help desk software application is to make it easier for managers to terminate support agent with poor customer service skills |
false |
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A ______ is a telephone system that can answer calls, Greet callers, provide menus, and routecalls |
Automatic Call distributor |
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true or false? Incident management and call management are two terms that mean the same thing |
False |
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true or false? The priority code indicates how easy or difficult a dispatcher thinks an incident will be to resolve |
False |
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_______ is often the result of the personal characteristics of a worker not matching requirements of a support position |
Job stress |
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An ______ is a collection of interconnected computers with large, Network Storage Devices that hosts cloud computing services over the Internet |
Server Farm |
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an increasing number of helpdesk incidents are handled: A. In face to face situations B. Via a telephone call C. On a support website D. using IVR technology |
On a support website |
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describe a recent trend in helpdesk operation, and briefly explain how will impact helpdesk agents in the future |
Changes in offshore outsourcing; employer demand for certified workers |
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ITIL is: A. a set of IT industry best practices B. a set of IT industry standards C. A package of software applications D. An incident management procedure |
A set of IT industry best practices |
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True or false? Telecommuting is working for an employer full or part time from a home office
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T |