A Guide to Service Desk Concepts 4e Donna Knapp - Test Bank

A Guide to Service Desk Concepts 4e Donna Knapp – Test Bank

 

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

 

TRUE/FALSE

 

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

 

ANS:  T                    PTS:   1                    REF:   184

 

2. The use of technology enables a service desk to handle more incidents and service requests, resolve them more efficiently, and offer more ways for customers to request services.

 

ANS:  T                    PTS:   1                    REF:   185

 

3. 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.

 

ANS:  F                    PTS:   1                    REF:   187

 

4. With the increasing popularity of e-mail and the web to deliver support services, the Help Desk Institute predicts that eventually, the telephone will no longer play a role in customer service.

 

ANS:  F                    PTS:   1                    REF:   188

 

5. Faxed incidents and service requests are typically logged the same way as telephone calls.

 

ANS:  T                    PTS:   1                    REF:   190

 

6. When using an automatic call distributor (ACD), analysts should make sure they correctly use wrap-up mode, which prevents the ACD from routing a new inbound call to an analyst’s extension.

 

ANS:  T                    PTS:   1                    REF:   191

 

7. 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.

 

ANS:  T                    PTS:   1                    REF:   192

 

8. On a service desk with hours from 9am to 5pm, a voice response unit (VRU) could be used to give customers access to a reduced set of services during non-business hours.

 

ANS:  T                    PTS:   1                    REF:   193

 

9. 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.

 

ANS:  T                    PTS:   1                    REF:   194

 

10. If services such as ANI, DNIS, and IID are implemented properly, customers are unaware of their use.

 

ANS:  T                    PTS:   1                    REF:   196

 

11. 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.

 

ANS:  F                    PTS:   1                    REF:   196

 

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

 

ANS:  F                    PTS:   1                    REF:   198

 

13. Creating a standard opening or closing to an e-mail is an example of using a template.

 

ANS:  T                    PTS:   1                    REF:   199

 

14. For service desks that use e-mail as their primary communication channel with customers, e-mail management systems enable them to efficiently manage high-volume chat, e-mail, and Web form messages.

 

ANS:  T                    PTS:   1                    REF:   199

 

15. One of the reasons that the Web is having a large impact on the support industry is that it gives the service desk an alternative and less expensive way to support customers.

 

ANS:  T                    PTS:   1                    REF:   200

 

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

 

ANS:  T                    PTS:   1                    REF:   206

 

17. If an organization wants an ITIL-compatible tool to manage their incident, problem, request, and change management processes, integrate with network and systems management tools, asset management tools, and sophisticated knowledge management systems, a commercially developed incident management system is a good choice.

 

ANS:  F                    PTS:   1                    REF:   209

 

18. Companies tend to change their incident management systems periodically because they outgrow them or because new technology becomes available.

 

ANS:  T                    PTS:   1                    REF:   210

 

19. In the context of the DIKW hierarchy, knowledge is uniquely a human characteristic.

 

ANS:  F                    PTS:   1                    REF:   212

 

20. Today’s organizations typically use rule-based systems to maintain knowledge, as they are easy to build and maintain.

 

ANS:  F                    PTS:   1                    REF:   214

 

21. Decision trees work well for entry level analysts and for service desk customers because they can walk through a methodical approach to solving incidents.

 

ANS:  T                    PTS:   1                    REF:   216

 

22. Search-retrieval techniques are complemented by interactive storage methods, such as hypertext retrieval; hypertext stores information in a graphical form.

 

ANS:  F                    PTS:   1                    REF:   217

 

23. In order to reduce the “jumping and running” of some service desks and to support remote service desk customers, technologies such as remote monitoring and software distribution systems are used.

 

ANS:  T                    PTS:   1                    REF:   219

 

24. A remote control system is a technology that enables an analyst to view and take control of a connected device to troubleshoot incidents, transfer files, provide informal training, or collaborate on documents.

 

ANS:  T                    PTS:   1                    REF:   220

 

25. 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.

 

ANS:  F                    PTS:   1                    REF:   224

 

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

 

ANS:  T                    PTS:   1                    REF:   224

 

27. Staffing and scheduling systems work with ACD systems to collect, report, and forecast call volumes.

 

ANS:  T                    PTS:   1                    REF:   225

 

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

 

ANS:  T                    PTS:   1                    REF:   231

 

MULTIPLE CHOICE

 

1. Which is true?

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

 

 

ANS:  B                    PTS:   1                    REF:   184

 

2. When implementing tools and technology ____.

a.	it is better to implement technology as a one-time cost so that the service desk doesn’t exceed its budget and have to ask for a variance	c.	it is more important to get the technology installed properly than to define the roles of the people who will be using it
b.	organizations should strive to implement the most sophisticated technology that their budgets will allow so customers will be more productive	d.	ongoing maintenance activities, such as installing upgrades and additional memory, and training must be performed in a timely fashion

 

 

ANS:  D                    PTS:   1                    REF:   186

 

3. Which is true about service desks and technology?

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

 

 

ANS:  A                    PTS:   1                    REF:   187

 

4. According to a 2010 Help Desk Institute survey, 89 percent of companies have implemented ____.

a.	systems to assist in finding root causes of incidents	c.	systems to enable service desks to log and manage incidents
b.	remote control systems	d.	automatic call distributors or voice response units

 

 

ANS:  C                    PTS:   1                    REF:   187-188

 

5. When considering VoIP (Voice over Internet Protocol) systems, which is true?

a.	Because of the complexity and expense of VoIP systems, most companies are upgrading or replacing their existing telephone systems when they become obsolete rather than using VoIP.	c.	Since VoIP systems transmit voice communications differently than e-mail and instant messaging systems, organizations must decide which method of transferal will be most beneficial to them.
b.	Companies using traditional telephone systems need to invest in significant upgrades to their data network in order to support VoIP traffic and guarantee call quality and network reliability.	d.	Benefits of VoIP include enabling of screen pops, the ability to link local service desks and analysts working at home, increased agent mobility, and reduced telephone company fees.

 

 

ANS:  D                    PTS:   1                    REF:   189

 

6. Which is true about voice mail?

a.	Voice mail technology is typically used by itself and not combined with other technologies.	c.	The best companies set and manage voice mail response times and promptly return all customer calls.
b.	Service desks typically use voice mail during the day and answering services at night.	d.	Most customers prefer to leave a voice mail than to wait for an analyst to be available.

 

 

ANS:  C                    PTS:   1                    REF:   189

 

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

a.	automatic call distributor	c.	voice response unit
b.	greeting system	d.	electronic call distributor

 

 

ANS:  A                    PTS:   1                    REF:   190

 

8. On an automatic call distributor (ACD), a(n) ____ state means the analyst is ready to take calls.

a.	ready	c.	available
b.	set	d.	on line

 

 

ANS:  C                    PTS:   1                    REF:   191

 

9. If a service desk uses an automatic call distributor (ACD) to allow a French-speaking customer to have the best chance of talking to an analyst that also speaks French, this is an example of ____.

a.	automatic call distribution	c.	queuing
b.	skills-based routing	d.	needs-based routing

 

 

ANS:  B                    PTS:   1                    REF:   192

 

10. A(n) ____ integrates with another technology, such as a database or a network management system, to obtain information or to perform a function, such as verifying that a customer is entitled to service.

a.	skills-based routing system	c.	voice response unit
b.	automated attendant	d.	automatic call distributor

 

 

ANS:  C                    PTS:   1                    REF:   192-193

 

11. The optimum number of choices for the top level of a voice response unit (VRU) menu is ____ options.

a.	3	c.	5
b.	4	d.	It depends on the types of calls.

 

 

ANS:  B                    PTS:   1                    REF:   193

 

12. When a customer calls a service desk, and the customer’s address and phone number automatically appear on the service desk analyst’s monitor, this is an example of  ____.

a.	a screen pop	c.	knowledge base lookup
b.	simultaneous screen transfer	d.	skills-based routing

 

 

ANS:  A                    PTS:   1                    REF:   193

 

13. ____ is a service provided by a long distance service provider that delivers the telephone number of the person calling.

a.	ANI	c.	DNIS
b.	Caller ID	d.	IID

 

 

ANS:  A                    PTS:   1                    REF:   195

 

14. A popular use of ____ is to direct customers, calling a toll-free number, to specialized support groups without requiring the caller to select from a telephone menu.

a.	ANI	c.	DNIS
b.	Caller ID	d.	IID

 

 

ANS:  C                    PTS:   1                    REF:   195

 

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

a.	ANI	c.	DNIS
b.	Caller ID	d.	IID

 

 

ANS:  D                    PTS:   1                    REF:   195

 

16. Which is a technique that service desks can use to ensure that e-mail communications are handled efficiently and effectively?

a.	Provide analysts with e-mail etiquette training and guidance.	c.	Integrate e-mail packages and telephone systems.
b.	Ensure that all customers are using the same e-mail package.	d.	Use e-mail routing systems.

 

 

ANS:  A                    PTS:   1                    REF:   197

 

17. ____ web sites enable customers to have “live” contact with analysts or other customers.

a.	Real-time	c.	Active
b.	Passive	d.	Interactive

 

 

ANS:  A                    PTS:   1                    REF:   204

 

18. Which is true about incident management systems?

a.	When using an incident management system, a best practice is to close the incident as soon as the support analyst thinks he/she has resolved the issue.	c.	Ideally, one should integrate incident management systems with the information or systems used to manage Service Level Agreements, such as target response and resolution times
b.	Most organizations allow analysts to keep a log of all e-mails, while requiring analysts to log all phone calls into an incident management system.	d.	Most incident management systems require that analysts manually track the status of incidents from start to finish.

 

 

ANS:  C                    PTS:   1                    REF:   207

 

19. Homegrown incident tracking systems ____.

a.	typically benefit large service desks who support a lot of products as they can be customized by programmers who already work for the company	c.	tend to be cheaper and easier to install than commercial incident management systems or enterprise solutions
b.	tend to be well-documented and easily enhanced, as the programmers work in-house and have a vested interest in having a good, easily updatable system	d.	tend to support only the incident management process and offer basic trouble ticketing and reporting capability

 

 

ANS:  D                    PTS:   1                    REF:   208

 

20. If a medium-sized service desk wants a system with enhanced trouble ticketing and management reporting capability, the ability to log “quick tickets,” support for change management and configuration management processes in a limited manner, and automated escalation and notification capabilities, a(n) ____ is probably the best solution.

a.	homegrown incident management system	c.	integrated ITSM solution
b.	commercially developed incident management system	d.	enterprise solution

 

 

ANS:  B                    PTS:   1                    REF:   209

 

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

a.	data	c.	knowledge
b.	information	d.	wisdom

 

 

ANS:  C                    PTS:   1                    REF:   212

 

22. ____ is a searching technique that uses everyday language to ask users questions and interpret their answers.

a.	Case-based reasoning	c.	Fuzzy logic
b.	Decision trees	d.	Keyword searching

 

 

ANS:  A                    PTS:   1                    REF:   216

 

23. ____ is a searching technique that can get results when the exact spelling of a word is not known, or it can help users obtain information that is loosely related to a topic.

a.	Case-based reasoning	c.	Fuzzy logic
b.	Query by example	d.	Keyword searching

 

 

ANS:  C                    PTS:   1                    REF:   217

 

24. ____ 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.

a.	Case-based reasoning	c.	Fuzzy logic
b.	Query by example	d.	Keyword searching

 

 

ANS:  B                    PTS:   1                    REF:   217

 

25. A configuration management system ____.

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

 

 

ANS:  C                    PTS:   1                    REF:   218

 

26. To track and collect alerts generated by a network monitoring system and pass them to a central server, where they can be automatically picked up, evaluated, and, when appropriate, logged as an incident, a ____ system would be best.

a.	remote monitoring	c.	self healing
b.	remote control	d.	knowledge management

 

 

ANS:  A                    PTS:   1                    REF:   220

 

27. Which technology consists of a bright display that sends out visual and, in some cases, audible messages to service desk staff and to customer sites?

a.	whiteboards	c.	simultaneous screen transfers
b.	dashboards	d.	instant messaging systems

 

 

ANS:  B                    PTS:   1                    REF:   223

 

28. The first step in selecting and implementing any technology for a support organization is to ____.

a.	define the requirements	c.	determine the budget available
b.	identify candidate vendors	d.	define the goals

 

 

ANS:  D                    PTS:   1                    REF:   227

 

29. Which would be a high-level requirement when selecting an incident management system?

a.	operating system requirements	c.	security requirements
b.	customization requirements	d.	usability requirements

 

 

ANS:  A                    PTS:   1                    REF:   228

 

30. When selecting a tool, expect ____ percent of your requirements to be satisfied “out of the box.”

a.	30	c.	80
b.	50	d.	100

 

 

ANS:  C                    PTS:   1                    REF:   229

 

COMPLETION

 

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

 

ANS:  Technologies

 

PTS:   1                    REF:   184

 

2. A(n) _______ greets callers when all service desk analysts are busy and can provide valuable information when customers are asked to wait on hold.

 

ANS:  announcement system

 

PTS:   1                    REF:   190

 

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

 

ANS:  idle

 

PTS:   1                    REF:   191

 

4. A(n) _______ is an automatic call distribution (ACD) feature that routes calls based on input provided by the caller through a touch-tone telephone.

 

ANS:  automated attendant

 

PTS:   1                    REF:   192

 

5. The “I” in CTI stands for _______.

 

ANS:

integration

Integration

 

PTS:   1                    REF:   193

 

6. _______ systems enable a company to monitor calls and evaluate analyst performance or tape calls for security purposes.

 

ANS:  Recording

 

PTS:   1                    REF:   194

 

7. A(n) _______ is  a web “supersite” that provides a variety of services, such as site searches to locate pertinent articles and white papers, a product buyers’ guide, and discussion or message boards.

 

ANS:  portal

 

PTS:   1                    REF:   201

 

8. Knowledge management systems support the DIKW hierarchy.  The “D” in this hierarchy stands for _______.

 

ANS:  data

 

PTS:   1                    REF:   211

 

9. 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.

 

ANS:  case

 

PTS:   1                    REF:   214

 

10. A(n) _______ system is beneficial to a service desk because it can monitor a system for errors and then automatically attempt to correct those errors.

 

ANS:

self healing

self-healing

 

PTS:   1                    REF:   221

 

11. When evaluating tools, often a(n) _______, which is a form or letter that requests financial information as well as product information, is sent to each possible vendor.

 

ANS:

request for proposal

RFP

 

PTS:   1                    REF:   230