Chapter 6 Help desk

The incident management step in which a closed incident is stored for later use in a knowledge base of solved problems is called ______.

Archive the incident

The incident management step in which a user”s problem is satisfactory dealt with is called incident ____.

Resolution

Which of these help desk positions is often staffed by an employee with programming or product development experience?

Technical support

Time management tools in a help desk software package probably have the greatest impact on the productivity of ____.

A help desk agent

A help desk structured into level or tiers of support uses a ____.

Multilevel support model

The incident management step in which an incident is transferred to a support staff member who has greater experience or resources to handle difficult questions is incident ___.

Escalation

The principal concept in the multilevel support help desk model is ____.

Lower level help desk staff can refer difficult problems to higher levels

LBE is an example of a(n) ____.

Commercial help desk package

____ is not a common source of job stress among user support workers.

All of these are common sources

One way to organize user support services in a way that provides a single point of contact for an organization’s workers or customers is to use ____.

A help desk

The usual sequence of incident escalation during help desk incident management is ____.

From incident screener to product specialist

The ___ help desk position is normally staffed by an entry-level employee.

Incident screener

The ____ position is unlikely to exist in a help desk that is organized in a multilevel support model.

Needs analyst

A help desk software package that includes asset management can help a support staff control ____.

An organization’s equipment inventory

____ is not a category of management issues covered by the ITIL (Information Technology Infrastructure Library).

Personnel management

The goal of multilevel support model is to handle most support incidents at ____.

The lowest support level

In help desk jargon, ACD stands for ____.

Automated call distributor

Which of these technology trends may permit a support agent to answer questions about multiple operating systems from a single PC?

Virtualization

The purpose of prescreening an incident is to ____.

Determine the type of incident and how the help desk staff will handle it

Which of the following does not normally occur during the first step in the incident management process?

Verify that the caller is authorized to call

Which of the following forms of communication between a user and an agent is asynchronous?

Email

This ____ technology trend may change the way computer users access software and data.

Cloud computing

The process of updating the information about an incident as it is processed and as information is added to the incident record is called incident ____.

Tracking

During the ___ step in the incident management process, an incident is categorized as a request for information, a question, a problem, a complaint, or a work order.

Incident screening

A telephone system that can answer calls, greet callers, provide menus, and route calls is a(n) _____.

Automated call distributor

Which letter sequence is the order of the steps below the incident management process?

A) Authenticate the user.

B) Archive the incident.

C) Log the incident.

D) Prioritize the problem

A,C,D,B

The ____ is a library of procedures, tools, and methods that are considered support industry best practices used by successful help desk operations.

Information Technology Infrastructure Library

commercial help desk software packages are available for large desk operations, but are too expensive for small-scale help desks.

False

A dashboard is a visual display to alert each help desk agent that incidents assigned to him or her are willing to be handled.

False

In a HelpSTAR dashboard, throughput measures ____.

The volume of incidents in various categories

An incident’s priority code is based on the number of incidents in a queue ahead of it.

False

A help desk that organizes the support function into levels or tiers uses a(n) _____ model.

multilevel support

A(n) _____ is a contract between organization and an external support provider that defines the expected performance of user support services.

Service level agreement

____ is a method that allocates the resources of a computer into multiple execution environments, each of which can run its own software.

Virtualization