Test Bank For A Guide to Service Desk Concepts 4e Donna Knapp

Test Bank For A Guide to Service Desk Concepts 4e Donna Knapp

Chapter 2: Service Desk Operations

TRUE/FALSE

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

ANS: T PTS: 1 REF: 36

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

ANS: F PTS: 1 REF: 36

3.A poorly run service desk can make even the most effective IT organization look bad.

ANS: T PTS: 1 REF: 37

4.Even a highly effective service desk cannot compensate for deficiencies, such as customer perception, elsewhere in the organization.

ANS: F PTS: 1 REF: 37

5.In a multi-level support model, service desks require three levels of support to be efficient and effective.

ANS: F PTS: 1 REF: 38

6.Technology such as knowledge management systems, network monitoring systems, and diagnostic systems enables the service desk to absorb many activities performed by other support groups.  These other groups may then focus on tasks such as projects, operations activities, and maintenance activities.

ANS: T PTS: 1 REF: 38

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

ANS: F PTS: 1 REF: 38

8.A best practice is for a company to only have one internal service desk to provide a single point of contact for customers.

ANS: F PTS: 1 REF: 40

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

ANS: T PTS: 1 REF: 41

10.Taking ownership of an incident means tracking the incident to ensure that the customer is kept informed about the status of the incident, that the incident is resolved within the expected time frame, and that the customer is satisfied with the final resolution.

ANS: T PTS: 1 REF: 41

11.Since formal training for users and service desk staff is a significant expense, it is wise to try to do as much training as you can in an informal manner.

ANS: F PTS: 1 REF: 42

12.Instead of rejecting out-of-scope requests, underfunded IT service desks often direct the customer to another source that can help.

ANS: T PTS: 1 REF: 45

13.External service desks may perform pre- and post-sales support; typically internal service desks don’t provide this type of service.

ANS: T PTS: 1 REF: 46

14.The services that an external service desk provides are typically determined by a warranty or legally binding contract.

ANS: T PTS: 1 REF: 47

15.External service desks typically face the same budget and staffing constraints that internal service desks do.

ANS: F PTS: 1 REF: 47

16.Typically, small companies have small service desks, while large companies have large service desks.

ANS: F PTS: 1 REF: 48

17.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 even programming changes.

ANS: T PTS: 1 REF: 49

18.Medium service desks typically take on the characteristics of large service desks.

ANS: F PTS: 1 REF: 50

19.Large service desks typically operate as one large team, as it is easier to manage incoming calls this way.

ANS: F PTS: 1 REF: 51

20.Some companies have multiple decentralized service desks that support specific products or internal or external customer communities.

ANS: T PTS: 1 REF: 53