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

 

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Sample Test

Chapter 3: The People Component: Service Desk Roles and Responsibilities

 

TRUE/FALSE

 

1.   Once a service desk analyst has developed the required sets of skills, the majority of his/her learning is complete.

 

ANS:  F                    PTS:   1                    REF:   76

 

2.   Front-line service providers are the service desk staff who interact directly with customers.

 

ANS:  T                    PTS:   1                    REF:   77

 

3.   Generally, dispatchers try to resolve a high percentage of calls.

 

ANS:  F                    PTS:   1                    REF:   77

 

4.   In most cases, the ideal candidate for a level one analyst position has an extensive knowledge in a single subject area.

 

ANS:  F                    PTS:   1                    REF:   78

 

5.   Companies typically have either level one analysts or level one specialists; having both results in too much duplicity.

 

ANS:  F                    PTS:   1                    REF:   79

 

6.   In organizations that do not have a technical support specialist position, level one analysts hand off incidents and service requests they cannot resolve directly to the appropriate level two person or group.

 

ANS:  T                    PTS:   1                    REF:   79

 

7.   It is okay for an employee not to have a job description as long as both the manager and the employee know what is expected of the employee.

 

ANS:  F                    PTS:   1                    REF:   81

 

8.   Typically, the person who resolves an incident closes the ticket.

 

ANS:  F                    PTS:   1                    REF:   81

 

9.   McAfee Security and Symantec are both anti-virus software vendors.

 

ANS:  T                    PTS:   1                    REF:   83

 

10.                Typically, when hiring people for front-line positions, employers look for people who are highly technical and then teach them customer service and teamwork skills on the job.

 

ANS:  F                    PTS:   1                    REF:   83

 

11.                Skills that are specific to the customer service and support industry, such as understanding the importance of meeting customers’ needs and knowing how to manage their expectations, are considered part of customer service skills.

 

ANS:  F                    PTS:   1                    REF:   84

 

12.                Typically, organizations expect individuals in the technical support arena to have fully developed business skills when they join the workforce.  These organizations will then teach them more advanced technical skills.

 

ANS:  F                    PTS:   1                    REF:   84

 

13.                The presence of business skills will increase the opportunities available to a technical professional and increase his or her speed of advancement.

 

ANS:  T                    PTS:   1                    REF:   86

 

14.                Understanding the specific industry in which their organization is engaged helps service desk employees better understand the organization’s goals and contribute accordingly.

 

ANS:  T                    PTS:   1                    REF:   86

 

15.                At the very least, companies expect people applying for entry-level positions to be computer literate.

 

ANS:  T                    PTS:   1                    REF:   87

 

16.                Soft skills are the skills people need to complete their work effectively, feel job satisfaction, and avoid frustration or burnout.

 

ANS:  F                    PTS:   1                    REF:   88

 

17.                Working on a team makes an individual a team player.

 

ANS:  F                    PTS:   1                    REF:   89

 

18.                There are currently not any organizations that offer or include soft skills training for service desk professionals as those skills are too subjective to measure.  The only certifications available are technical certification programs, such as those offered by Novell or Cisco.

 

ANS:  F                    PTS:   1                    REF:   91

 

19.                Good stress management skills will enable a service desk analyst to eliminate all stress.

 

ANS:  F                    PTS:   1                    REF:   91

 

20.                Soft skills require ongoing assessment and practice, while self-management skills do not require any kind of updating once they have been learned.

 

ANS:  F                    PTS:   1                    REF:   92

 

21.                The size of a service desk determines how many layers of management it requires.

 

ANS:  T                    PTS:   1                    REF:   93

 

22.                Typically service desk analysts establish Service Level Agreements with customers..

 

ANS:  F                    PTS:   1                    REF:   94

 

23.                The most successful service desk managers always keep their technical skills at a high level.

 

ANS:  F                    PTS:   1                    REF:   96

 

24.                Rotating analysts and specialists through various service desk supporting roles is not a very efficient use of their time, so most companies dedicate people to specific positions.

 

ANS:  F                    PTS:   1                    REF:   97

 

25.                Knowledge management is a critical process because the rapid pace of change makes it difficult for companies to provide service desk analysts as much training as the companies or the analysts would like.

 

ANS:  T                    PTS:   1                    REF:   98

 

26.                The responsibilities of a service desk trainer or training group may include providing one-on-one training, developing and delivering training programs, and looking at statistics to determine training needs of service desk staff.

 

ANS:  T                    PTS:   1                    REF:   101-102

 

MULTIPLE CHOICE

 

1.   Which role would typically have the least amount of interaction with the customer?

a.	support group analyst	c.	dispatcher
b.	level one analyst	d.	level one specialist

 

 

ANS:  A                    PTS:   1                    REF:   77

 

2.   When hiring dispatchers, which skill is least important?

a.	interpersonal skills	c.	technical skills
b.	the ability to follow clearly defined procedures	d.	the ability to ensure customer satisfaction

 

 

ANS:  C                    PTS:   1                    REF:   78

 

3.   Who would be best suited to receive and log contacts, answer questions, and resolve incidents and service requests when possible?

a.	level 0 analyst`	c.	subject matter expert
b.	level one analyst	d.	super user

 

 

ANS:  B                    PTS:   1                    REF:   78

 

4.   Which is true about level one analysts?

a.	If they cannot resolve an incident, they typically transfer ownership to the appropriate level two group along with all the available information.	c.	They typically solve complex incidents and handle service requests that require a high level of skill or authority.
b.	They should have excellent customer service skills, but they do not need good analytical and technical skills.	d.	People who enjoy problem solving and helping other solve problems will find this role rewarding and challenging.

 

 

ANS:  D                    PTS:   1                    REF:   78

 

5.   In an organization with level one specialists, which is true?

a.	They typically maintain in-house developed software.	c.	They resolve routine incidents and service requests.
b.	They typically receive and log all customer contacts.	d.	They may represent the service desk on process improvement teams.

 

 

ANS:  D                    PTS:   1                    REF:   79

 

6.   If a service desk analyst is unable to resolve an incident, he or she should ____.

a.	escalate the incident to the correct person and let that person log the ticket and communicate to the customer when updates will be given	c.	determine how quickly the incident needs to be resolved, escalate the incident to the correct person, and communicate to the customer when updates will be given
b.	enter the customer’s name and contact information into the ticket, escalate the incident to the correct person, and let that person enter the incident information into the ticket	d.	ask the customer if he or she will wait on hold while the service desk analyst finds someone who has the expertise to resolve the incident

 

 

ANS:  C                    PTS:   1                    REF:   80

 

7.   Which is a primary responsibility of a service desk?

a.	Resolving any and all incidents on the first call	c.	Acting as a single point of contact for support issues
b.	Researching complex issues for level two analysts	d.	Solving any and all problems in a timely manner

 

 

ANS:  C                    PTS:   1                    REF:   80

 

8.   If an incident that has been escalated to a second level analyst will not be resolved in the target time stated to the customer, a service desk analyst should ____.

a.	wait until the target time has expired, obtain a new target time, inform the customer of the new target time, and update the ticket accordingly	c.	wait until the incident is resolved, inform the customer of the resolution, ensure the customer is satisfied, and update the ticket accordingly
b.	inform the customer as soon as possible that the target time will not be met and, if available, give the customer an updated target time	d.	send an email to the second level analyst asking them to set a new target time for incident resolution and update the ticket accordingly

 

 

ANS:  B                    PTS:   1                    REF:   80

 

9.   When service desk analysts are working with customers, they should ____.

a.	discourage and report inappropriate and wasteful use of computing resources such as use of harassing e-mails and printing large unnecessary reports	c.	defer to the security group for communication of security practices such as changing passwords, not sharing user IDs, etc.
b.	use technical jargon to ensure there is no confusion in what they are saying and to enable customers to learn more about the technology they use	d.	ensure that, if another service desk analyst has made a mistake, that the customers know who made the mistake and when

 

 

ANS:  A                    PTS:   1                    REF:   81-82

 

10.                Which is correct?

a.	If a service desk analyst is aware of a customer using an unauthorized, unlicensed software package for a critical assignment, the analyst should let the customer use the package until the assignment is over and instruct the customer to not use the package again.	c.	If a new employee has started work, and his user id and password have not been created yet, a service desk analyst should let the new employee sign in using a coworker’s id for a maximum of 3 days and log a request to create an id and password for the new employee.
b.	If a customer is late in completing a critical assignment, a service desk analyst may reset his password without proper authorization as long as he logs a ticket and indicates that he has bypassed the proper procedures in the comments field.	d.	If a senior level manager, trying to complete a critical project, requests access to data to which he is not authorized to access, a service desk analyst should log the request and follow the proper procedures for granting access.

 

 

ANS:  D                    PTS:   1                    REF:   81-82

 

11.                Skills people need that are unique to the profession they support, such as accounting skills or banking skills, are referred to as ____ skills.

a.	business	c.	technical
b.	soft	d.	self-management

 

 

ANS:  A                    PTS:   1                    REF:   83

 

12.                Experience with ITSM and quality management frameworks and standards such as ITIL, are examples of ____ knowledge.

a.	service industry	c.	industry
b.	business industry	d.	soft

 

 

ANS:  A                    PTS:   1                    REF:   87

 

13.                Skills people need to use and support the specific products and technologies the service desk supports are referred to as ____ skills.

a.	business	c.	technical
b.	computer	d.	analytical

 

 

ANS:  C                    PTS:   1                    REF:   87

 

14.                Verbal skills, customer service skills, and teamwork skills are examples of ____ skills.

a.	customer service	c.	people
b.	self-management	d.	soft

 

 

ANS:  D                    PTS:   1                    REF:   88

 

15.                Which would be the best way for an employer to assess someone’s technical skills?

a.	Ask the candidate questions about a particular subject or ask the candidate to solve a particular problem.	c.	Have the candidate describe handling a past situation in which the customer was unwilling to answer questions.
b.	Have the candidate take a Myers-Briggs Type Indicator test and compare their results to those of current employees.	d.	Ask the candidate to bring samples of documents they have prepared, such as procedures or flowcharts.

 

 

ANS:  A                    PTS:   1                    REF:   88

 

16.                ____ is considered a soft skill.

a.	Time-management	c.	Stress-management
b.	Problem-solving	d.	Organizational ability

 

 

ANS:  B                    PTS:   1                    REF:   88

 

17.                Problem solving is ____.

a.	basically trouble-shooting a technical problem to resolve the issue and recording the solution in the ticket	c.	searching a database of solutions to find resolutions and trying the easiest ones first
b.	randomly trying things to find an answer that quickly solves the issue and recording the solution in the ticket	d.	logically thinking and methodically determining the probable source of a problem and deciding on a solution

 

 

ANS:  D                    PTS:   1                    REF:   89

 

18.                ____ skills are particularly important in the customer service and support industry because customer service is often ranked as one of the most stressful occupations.

a.	Business	c.	Technical
b.	Soft	d.	Self-management

 

 

ANS:  D                    PTS:   1                    REF:   91

 

19.                Being able to handle multiple problems at the same time, having discipline to maintain personal filing systems, and adapting to change are all examples of ____ skills.

a.	business	c.	time-management
b.	soft	d.	self-management

 

 

ANS:  D                    PTS:   1                    REF:   91

 

20.                ____ listening is particularly important when interacting with customers over the telephone or via the Web because they cannot see you nodding your head or making eye contact.

a.	Dynamic	c.	Proactive
b.	Active	d.	Non-visual

 

 

ANS:  B                    PTS:   1                    REF:   88

 

21.                ____ is considered a self-management skill.

a.	The ability to communicate verbally	c.	The ability to acquire knowledge
b.	The ability to solve problems	d.	The ability to write effectively

 

 

ANS:  C                    PTS:   1                    REF:   92

 

22.                Which is true about knowledge and information-retrieval?

a.	Good analysts try to store all the  information they need in their heads, so they can quickly retrieve it when necessary.	c.	Getting ahead in the support industry requires both the ability to retrieve information and the ability to acquire knowledge.
b.	Retrieving information and acquiring knowledge are basically the same thing, and both are easy to accomplish on a good service desk.	d.	Both are activities performed as part of the problem management process and not by the service desk as part of the incident management process.

 

 

ANS:  C                    PTS:   1                    REF:   92

 

23.                A typical senior service desk manager ____.

a.	actively promotes the value of the service desk to upper management and the entire company	c.	works with other managers to ensure that technologies are meeting the company’s needs
b.	monitors day to day performance of SLAs and reports any breeches or near misses	d.	generates the daily reports that are given to customers and upper management

 

 

ANS:  A                    PTS:   1                    REF:   94

 

24.                A typical service desk manager ____.

a.	acquires funding for service desk improvements, such as hiring additional staff	c.	determines the service desk’s strategic goals and ensures they are in line with the organization’s mission
b.	checks daily statistics to monitor performance of analysts and conducts training to help analysts improve their skills	d.	works with other groups to ensure that the service desk’s processes and technologies are meeting the company’s needs

 

 

ANS:  D                    PTS:   1                    REF:   94

 

25.                A typical service desk supervisor ____.

a.	works closely with senior service desk management on the service desk’s budget	c.	oversees day-to-day operation of the service desk
b.	focuses on long-term service desk goals	d.	establishes the service desk mission

 

 

ANS:  C                    PTS:   1                    REF:   95

 

26.                A set of tools that are used to store, manage, and present information sources, such as customer information, documents, policies, procedures, and incident resolutions are called a ____.

a.	knowledge base	c.	problem database
b.	knowledge management system	d.	known error database

 

 

ANS:  B                    PTS:   1                    REF:   97

 

27.                The ____ must ensure that information sources are reusable, technically valid, and conform to knowledge management standards.

a.	problem manager	c.	knowledge engineer
b.	service desk manager	d.	service desk analysts

 

 

ANS:  C                    PTS:   1                    REF:   98

 

28.                ____ is the function within IT that monitors the entire IT infrastructure from a central console or set of consoles.

a.	IT Operations Control	c.	Facilities Management
b.	Service Desk	d.	Console Management

 

 

ANS:  A                    PTS:   1                    REF:   99

 

29.                ____ is a typical activity included in service management and improvement.

a.	Monitoring the network for sign of degradation and communicating status to customers	c.	Ensuring that analysts can quickly and easily retrieve information from the knowledge management system
b.	Participating in the negotiation of SLAs and monitoring performance to ensure that the service desk is meeting its commitments	d.	Evaluating and selecting new support technology to ensure it meets existing standards

 

 

ANS:  B                    PTS:   1                    REF:   100

 

30.                Which is true?

a.	A team is a group of people doing the same thing with the same goals and values.	c.	Consensus means that all team members fully agree with all decisions that are made.
b.	All team members should have the same levels and types of skills or be attending training to increase skills.	d.	In a team setting, the team performs better than the individual team members alone.

 

 

ANS:  D                    PTS:   1                    REF:   103

 

SHORT ANSWER

 

1.   A(n) _______ is the person who initially handles customer contacts, questions, incidents, or service requests and then transfers them to the appropriate person or group to be resolved.

 

ANS:

dispatcher

 

PTS:   1                    REF:   77

 

2.   One responsibility of a service desk professional is to discourage and report software _______, which is the unauthorized use or reproduction of copyrighted or patented software.

 

ANS:

piracy

 

PTS:   1                    REF:   82

 

3.   Viruses, worms, Trojan horses, spyware, and adware are examples of _______ and can damage or disrupt computers, computer systems and networks.

 

ANS:

malware

malicious software

 

PTS:   1                    REF:   82