Chapter 7: The Service Desk Setting

Chapter 7: The Service Desk Setting

Complete Chapter Questions With Answers

Sample Questions Are Posted Below

TRUE/FALSE

1. In addition to having and knowing how to use the right processes, tools, and technologies, an analyst needs a good work environment, good work habits, and a great attitude.

ANS:  T                    PTS:   1                    REF:   280

2. As organizations implement monitoring technology, service desks may be located near or with the data center operations control team so that both teams can share service and network monitoring systems.

ANS:  T                    PTS:   1                    REF:   280

3. In organizations that have multiple service desks linked by technology, service desk operations can be transferred to an alternate site in the event of a natural disaster or other extreme condition.

ANS:  T                    PTS:   1                    REF:   281

4. With security of data, information and systems being a top priority, companies are becoming reluctant to give tours of service desks to customers, visitors from other companies, and remote employees who are in the office for a meeting or training.

ANS:  F                    PTS:   1                    REF:   281

5. Service desks that operate 24 hours a day don’t need any more security than those open during regular business hours.

ANS:  F                    PTS:   1                    REF:   282