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51 Cards in this Set
- Front
- Back
True or False
Even when an incident is escalated to a higher level tier in the multilevel support model, the help desk agent who initiated the incident retains ownership of it. |
False
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A dashboard is a visual display to alert each help desk agent that incidents assigned to him or her are waiting to be handled. true or false
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false
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In smaller organizations, support specialists may perform some user support management tasks, such as project leader, supervisor, or user support manager. True or False
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True
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Although end users benefit from training, help desk staff are generally self-taught and usually do not benefit from an ongoing training program. tRue or fAlse
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fAlse
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User support professionals generally depend on their employers for 100% of their training and professional development needs. trUe or faLse
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faLse
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One benefit of help desk certification is an automatic increase to step 2 in starting pay for an entry-level agent. truE or falSe
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falSe
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During the 1980s, support costs were kept to a minimum in many organizations by offering training courses that covered several different hardware and software platforms in the same class. truE or falsE
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falsE
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Permitting employees to purchase whichever computer system they need may maximize purchasing flexibility, but it can increase support and maintenance costs to an organization. tRue or fAlse
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tRue
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Organizations that have specialized software needs generally select products from among the mass market, bestselling products. TRUE OR FALSE
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FALSE
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The goal of computer product standards is to define a clear, one-product-fits-all-needs approach to product selection. TRue or FAlse
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FAlse
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The _________ position is unlikely to exist in a help desk that is organized in a multilevel support model.
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needs analyst
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The usual sequence of incident escalation during help desk incident management is:
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from incident screener to product specialist
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Which of the following does not normally occur during the first step in the incident management process?
a. Provide the name of the support specialist b. Ask the name of the caller c. Verify that the caller is authorized to call d. All of these can occur |
Verify that the caller is authorized to call
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Which letter sequence is the order of the steps below in the incident management process?
A. Authenticate the user B. Archive the incident C. Log the incident D. Prioritize the problem |
A, C, D, B
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The purpose of prescreening an incident is to:
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determine the type of incident and how the help desk staff will handle it
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Which category of help desk incident is "My computer runs slowly when I access the Internet with a modem in the evenings"?
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A problem
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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.
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incident screening
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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 ___
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tracking
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The incident management step in which a closed incident is stored for later use in a knowledge base of solved problems is called:
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archive the incident
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___________ is not a category of management issues covered by the ITIL (Information Technology Infrastructure Library)
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Personnel management
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__________ is not a common source of job stress among user support workers.
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Inadequate training, abusive users, and inadequate resources
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A help desk software package that includes asset management can help a support staff control :
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an organization's equipment inventory
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In a HelpSTAR dashboard, Throughput measures _______
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the volume of incidents in various categories
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In help desk jargon, ACD stands for :
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automated call distributer
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Which of the following forms of communication between a user and an agent is asynchronous?
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Email
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Which of these technology trends may permit a support agent to answer questions about mulitple operating systems from a single PC?
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virtualization
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Which of these support management concerns directly affects the support staff's job?
A. The support mission statement, B. support performance measures, C. staffing the support group D. all of the above |
all of the above
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What aspect of help desk operation would not normally be covered in a user support mission statement?
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help desk fees for services
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A measure of the number of support incidents that can be processed in a given time period, often used in staffing the help desk group is:
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an Erlang unit
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User support managers often use which strategies to determiine how many staff members to hire to handle the volume of support incidents received?
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Use an Erlang calculation to estimate staffing needs
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A help desk manager would probably emphasize what skills in a job search for an advanced technical support staff member?
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Technical knowledge and skills
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Which kinds of questions gives an applicant for a help desk position a specific problem to solve that is representative of situations that help desk agents actually encounter?
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Scenario questions
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What is not a common method used to conduct a user satisfaction survey?
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Face-to-face interview
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One of the first vendor-specific certification programs was offered by:
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Novell
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The Computer Technology Industry Association (CompTIA) A+ exam is an example of a:
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vendor-neutral exam
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What is not a primary benefit of a computer industry certification?
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ability to identify a worker whose performance has fallen below industry standards
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What testing method is often used in industry certification exams?
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Computer adaptive test
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A computer adaptive test may be able to determine a test taker's proficiency level by asking as few as _____ questions.
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15
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In the early 1980s, signigicant differences between competing computer products were thought by vendors to have:
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competitive strengths
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During the early 1980s, ___________ word processors competed for market share.
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several
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An electronic magazine organized like a print publication, but distributed via Web site, that may contain product reviews and comparisons is called:
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an ezine
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Software designed specifically for a highly specialized industry is called:
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vertical market software
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Which sequence of letters represents the order of the steps below in the weighted point evaluation method?
A. Compute the total ratings for each product B. Assign a weight to the importance of each criterion C. Decide on the evaluation criteria D. Weight the product ratings for each criterion by the importance of the criterion. |
C, B, D,A
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In the weighted point evaluation method, ease of learning and ease of use are examples of which kind of criteria?
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End-user needs
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In the weighted point evaluation method, the product that is usually selected is the one with:
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the highest overall score
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RFP stands for:
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request for proposal
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A purchasing procedure that invites vendors to submit product and price proposals for a system that meets a user's need is called a:
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request for proposal
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Which letter sequence represents the order of the following steps in the request for proposal process?
A. Send the RFP to vendors B. Develop product specifications C. EValuate RFP responses against the criteria D. Define the selection criteria |
B, D, A, C
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What would you expect to find as members of a product standards committee?
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End users, managers, and user support specialists
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What would you least expect to find in an organization's acceptable use guidelines?
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A list of approved vendors
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What would you expect to find in an organization's acceptable use guidelines?
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permitted computer uses, unauthorized uses, and illegal uses
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