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ch02 True/False Indicate whether the statement is true or false. ____

1. A blended call center is a call center that receives incoming calls and makes outgoing calls.

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2. The term technical center is being used increasingly to refer to a call center that uses technologies such as email and the Web in addition to the telephone to communicate with its customers.

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3. In a multi-level support model service desk, if the service desk is unable to solve an incident, they pass the customer to the next level of support, who then works with the customer to try to solve the incident. This escalation continues until the incident is resolved.

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4. A subject matter expert (SME) is a service desk analyst who excels in correctly transferring calls to the appropriate second level analyst.

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5. The term escalate means to raise an incident from one level to another to dedicate new or additional resources to the incident.

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6. All service desks require three levels of support to be efficient and effective.

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7. Service desks typically hand off more incidents to other groups than traditional help desks do.

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8. A company typically has one internal help desk or service desk that employees may contact for support.

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9. IT departments are being challenged to function as internal service providers and supply competitively priced services that help the company’s employees use technology to improve productivity and increase corporate profitability.

____ 10. Taking ownership of an incident means tracking the incident to ensure that the customer is kept informed about the status of the incident, ensuring that the incident is resolved within the expected time frame, and ensuring that the customer is satisfied with the final resolution. ____ 11. Not giving formal training to users and service desk staff can be as costly as giving them training. ____ 12. Instead of rejecting out-of-scope requests, underfunded IT service desks often direct the customer to another source that can help. ____ 13. External service desks typically face the same budget and staffing constraints that internal service desks do. ____ 14. Typically, small companies have small service desks, while large companies have large service desks. ____ 15. Some smaller companies act as one-stop-shops, which means that the service desk is fully responsible for resolving all incidents and service requests, even if they need to do extensive research or coding changes. ____ 16. Large service desks typically operate as one large team, as it is easier to manage incoming calls this way. ____ 17. Customers like centralized service desks because one person is responsible for logging and solving the call and ensuring that the customer is satisfied. ____ 18. A personal data assistant (PDA) is a small mobile hand-held device that provides computing and information storage and retrieval capabilities for personal or business use. ____ 19. Some companies have multiple decentralized service desks that support specific products or internal or external customer communities. ____ 20. The process of determining a customer's need and routing him or her to the appropriate support group is known as escalation.


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____ 21. Historically, service desks have been cost centers. ____ 22. One drawback to the service desk as a profit center is that the staff must account for every activity they perform throughout the day. ____ 23. Both cost center and profit center service desks are under increasing pressure to analyze and control their costs, market the value of their services, and without alienating customers, charge a premium for "customized" services. ____ 24. One of the important aspects of the Help Desk Institute’s 2008 Practices and Salary Survey is that outsourcing really is an “all or nothing” business strategy and can be considered a permanent strategy. ____ 25. The number of companies adopting ITIL worldwide is fueling adoption of the service desk model, as customers are demanding faster service, companies are streamlining processes by reducing handoffs, and companies are trying to reduce costs. ____ 26. Unfortunately, the lack of good technology available is hindering the service desk’s ability to handle more services than were traditionally offered by help desks. Multiple Choice Identify the choice that best completes the statement or answers the question. ____ 27. A(n) ____ call center is not a type of call center. a. blended c. outbound b. multi-purpose d. inbound ____ 28. A(n) ____ call center takes orders, responds to billing inquiries, and provides customer support. a. blended c. outbound b. multi-purpose d. inbound ____ 29. A(n) ____ call center primarily does telemarketing. a. blended c. outbound b. multi-purpose d. inbound ____ 30. What is the difference between a help desk and a service desk? a. A help desk services only internal customers; a service desk services both internal and external customers. b. Service desks typically have more staff than help desks, as they have numerous responsibilities. c. Help desks typically have a narrower scope of responsibility than service desks and handle only incidents. d. Help desks typically handle service requests and communications with customers, while service desks do not handle service requests. ____ 31. In the multi-level support model, external vendors are typically ____. a. level 0 c. level 2 b. level 1 d. level 3 ____ 32. Which is true about a service desk’s mission? a. It typically contains specific target times in which incidents will be resolved or handed off. b. It defines who the service desk supports, what it supports, and how it provides that support. c. It outlines the service desk’s budget and describes the manner in which it will be adhered to. d. It describes the structure of the service desk and the paths of escalation followed to


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____ 33.

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____ 35.

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resolve incidents. In an effort to satisfy their customers, most IT service desks strive to resolve ____ of reported incidents at the first point of contact. a. 50 percent c. 70 percent b. 60 percent d. 80 percent ____ distribute digital media files over the Internet to personal computers and portable media players, and are a form of training and are used by students to deliver assignments. a. Podcasts b. Webcasts c. Webinars d. CBTs Answering “how to” questions, resetting a password, or providing equipment to a new employee are examples of ____. a. service requests c. problems b. incidents d. quick changes Which is true? a. Service Level Agreements are only used with external service desks; internal service desks do not need them. b. Service Level Agreements outline the services that the service desk will provide to the customers; Customer Agreements outline the customer’s responsibilities. c. Service Level Agreements spell out the services the service desk will provide to the customer, the customer’s responsibilities, and how the service performance will be measured. d. Customers write Service Level Agreements to ensure that they include all services they want supported and the corresponding timeframes for that support. ____ is/are the most expensive component of a service desk. a. People c. Building and maintaining processes b. Technology d. Gathering and maintaining information Which is true about internal service desks? a. They should strive to provide unlimited customer service. b. They tend to be underfunded. c. They tend to charge for their services. d. They cost more to run than external service desks. Most hardware and software companies have ____ service desks to support their customers. a. external c. information b. internal d. blended Which is true about customer relationship management (CRM)? a. Both internal and external service desks should engage in CRM initiatives to ensure optimal levels of customer service. b. It focuses on performing customer satisfaction surveys and updating Service Level Agreements to reflect new service levels. c. It involves using customer contact and relationship information to generate additional sales and increase levels of customer service and retention. d. It assigns dedicated account specialists to accounts and enables organizations to ensure higher levels of customer service. A service desk with eight people is considered ____. a. small c. large b. medium d. multi-level Which is a challenge that small service desks face?


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____ 43.

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a. They typically lack discipline to work efficiently and effectively. b. They tend to be informal and therefore very reactive. c. They may find it difficult to provide adequate training as analysts don’t have a lot of free time. d. All of the above. Which is true about large service desks? a. They typically have trouble providing training for analysts, as analysts spend the majority of their time working with customers. b. They tend to be people-dependent and are severely affected when someone leaves the company or is out because of illness or vacation. c. Many grew from small service desks whose support needs increased or were consolidated from several smaller service desks. d. They have more than 25 people but focus on analysts getting to know their customers, relating well to them and fully understanding their needs. Centralized service desks ____. a. are typically less cost-effective than decentralized service desks b. are typically less efficient than decentralized service desks c. typically enable faster and easier identification of trends d. support specific customers or products A virtual service desk gives the impression of a ____ service desk by using sophisticated telephone systems and the Internet. a. centralized c. centrally decentralized b. decentralized d. local ____ service desks must communicate to customers what they should do and who they should contact when incident symptoms are unclear. a. Follow the sun c. Decentralized b. Virtual d. Remote A company with a single service desk who passes calls, as necessary, to multiple, specialized service desks is said to be ____. a. centralized c. centrally decentralized b. decentralized d. local When a service desk is run as a(n) ____ center, management's main objective is to minimize and eliminate expenses so that profits will be as high as possible. a. cost c. external b. profit d. remote Which is true of service desks run as cost centers? a. To be successful, they typically support a wide-range of services 24 hours a day, 7 days a week. b. They place a heavy emphasis on successfully marketing their services and generating new customers. c. They must consistently track, in great detail, service desk all expenses and staff effort. d. In the past, when they charged for customer contacts, they incurred hidden costs in peerto-peer support. Service desks run as ____ centers must cover their expenses and, perhaps, make money by charging a fee for support services. a. cost c. decentralized cost b. profit d. external support Which is true about outsourcing service desk services? a. When companies initially began outsourcing in the 1980s, they were always able to show


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a reduction in costs. b. In early outsourcing efforts, companies found success in being able to let the outsourcers deal with all the service problems. c. 80% of companies surveyed by the Help Desk Institute outsource at least part of their service desk activities. d. Some companies want to increase hours of service without increasing the number of staff; therefore, they outsource. ____ 52. As the support industry has evolved, there has been an important shift toward ____ support services. a. consolidating c. eliminating b. outsourcing d. decentralizing


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ch02 Answer Section TRUE/FALSE 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14. 15. 16. 17. 18. 19. 20. 21. 22. 23. 24. 25. 26.

ANS: ANS: ANS: ANS: ANS: ANS: ANS: ANS: ANS: ANS: ANS: ANS: ANS: ANS: ANS: ANS: ANS: ANS: ANS: ANS: ANS: ANS: ANS: ANS: ANS: ANS:

T F F F T F F F T T T T F F T F F F T F T T T F T F

PTS: PTS: PTS: PTS: PTS: PTS: PTS: PTS: PTS: PTS: PTS: PTS: PTS: PTS: PTS: PTS: PTS: PTS: PTS: PTS: PTS: PTS: PTS: PTS: PTS: PTS:

1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1

REF: REF: REF: REF: REF: REF: REF: REF: REF: REF: REF: REF: REF: REF: REF: REF: REF: REF: REF: REF: REF: REF: REF: REF: REF: REF:

35 35 37 36 37 37 38 40 40 41 41 44-45 47 48 49 51 53 53 53 58 59 61 61 62 67 68

PTS: PTS: PTS: PTS: PTS: PTS: PTS: PTS: PTS: PTS: PTS: PTS:

1 1 1 1 1 1 1 1 1 1 1 1

REF: REF: REF: REF: REF: REF: REF: REF: REF: REF: REF: REF:

35 35 35 36 37 38 41 42 42 43 44 44

MULTIPLE CHOICE 27. 28. 29. 30. 31. 32. 33. 34. 35. 36. 37. 38.

ANS: ANS: ANS: ANS: ANS: ANS: ANS: ANS: ANS: ANS: ANS: ANS:

B D C C D B C A A C A B


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39. 40. 41. 42. 43. 44. 45. 46. 47. 48. 49. 50. 51. 52.

ANS: ANS: ANS: ANS: ANS: ANS: ANS: ANS: ANS: ANS: ANS: ANS: ANS: ANS:

A C A C C C A C C A D B D A

PTS: PTS: PTS: PTS: PTS: PTS: PTS: PTS: PTS: PTS: PTS: PTS: PTS: PTS:

1 1 1 1 1 1 1 1 1 1 1 1 1 1

REF: REF: REF: REF: REF: REF: REF: REF: REF: REF: REF: REF: REF: REF:

45 46 48 50 50 52 52 54 58 59 59 60 61-63 66


Test bank a guide to service desk concepts 3rd edition donna knapp