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Chapter Review Activities

Use the features in this section to study and review the topics in this chapter.

Answer These Questions

  1. Which of the following statements is MOST accurate when referring to an internal IT help desk?

    1. It is a profit center and highly valued in almost all organizations.
    2. It is a cost center and highly valued in almost all organizations.
    3. It is a profit center and its value must be justified.
    4. It is a cost center and its value must be justified.
  2. Of the following choices, what is the best definition of an incident?

    1. Process of dealing with failures, questions, or queries reported by the users
    2. Process of dealing with issues automatically detected and reported by event monitoring tools
    3. An unplanned interruption to an IT service or reduction in the quality of an IT service
    4. Dealing with technical issues by technical staff
  3. Of the following choices, what is the best definition of incident management?

    1. An unplanned interruption to an IT service
    2. Process of dealing with failures, questions, or queries reported by the users
    3. Failure of a configuration item that has not yet affected a service
    4. A reduction in the quality of an IT service
  4. What is the primary focus of help desk personnel in a large IT department?

    1. Maintain and configure servers
    2. Maintain and configure routers
    3. Provide support to end users
    4. Install and update antivirus software
  5. Which of the following is NOT a typical division in a large IT department?

    1. Help desk
    2. Training
    3. Infrastructure
    4. Security
  6. Which technical support tier assists users?

    1. Tier 1
    2. Tier 2
    3. Tier 3
    4. Tier 4
  7. Which of the following BEST describes an SLA?

    1. An agreement with external organization that stipulates a performance expectation
    2. An agreement with internal organization that stipulates a performance expectation
    3. A tier 1 agreement between the help desk and customers
    4. A tier 1 agreement between the help desk and vendors
  8. Of the following choices, what service would help desk personnel rarely provide?

    1. Recover data
    2. Upgrade a server
    3. Remove malware
    4. Troubleshoot network problems
  9. What skillsets are required for help desk technicians? (Choose the MOST correct answer.)

    1. Technical skills
    2. Soft skills
    3. A mix of hard skills and soft skills
    4. Hard skills
  10. Which of the following is a typical soft skillset that successful help desk technicians possess?

    1. Technical skills
    2. Business skills
    3. Security skills
    4. Communication skills
  11. Which of the following is a typical soft skill that successful help desk technicians possess?

    1. Writing
    2. Troubleshooting
    3. Implementing security
    4. Using business tools
  12. An organization uses flow charts to assist technicians resolve problems. However, a technician has identified a problem but a flow chart is not available to help him resolve it. What should the technician do next?

    1. Escalate the problem.
    2. Report the lack of a flow chart to management.
    3. Use troubleshooting skills to resolve the problem.
    4. Document the resolution in the organizations incident database.
  13. Of the following choices, what is the MOST likely problem that remote users of a large organization will likely have?

    1. Connecting via an organization’s LAN
    2. Connecting via an organization’s VPN
    3. Updating their computer
    4. Replacing their hardware
  14. Of the following choices, what is the MOST likely reason a help desk professional would escalate a problem?

    1. Customer is angry
    2. Problem requires in-depth knowledge
    3. Customer lacks adequate privileges
    4. Technician lacks adequate privileges
  15. At which step of an incident is a user typically authenticated as a valid help desk customer?

    1. Screening
    2. Validating
    3. Prioritizing
    4. Escalating
  16. Of the following choices, what is the best method of determining the overall effectiveness of a help desk?

    1. Identifying the costs
    2. Identifying the net revenue
    3. Asking the help desk technicians
    4. Using metrics
  17. How is the backlog typically measured for a help desk?

    1. Subtracting new incidents from resolved incidents
    2. Subtracting resolved incidents from new incidents
    3. Subtracting first resolution time from final resolution time
    4. Subtracting final resolution time from first resolution time
  18. Of the following choices, what is the best metric to determine the overall effectiveness of a help desk?

    1. Final resolution time
    2. Backlog
    3. Customer satisfaction
    4. Resolved incidents
  19. When is an incident closed?

    1. When it has been resolved to the customer’s satisfaction.
    2. When it has been resolved to the best ability of the organization.
    3. When the customer chooses to do so.
    4. When the technician stops working with the customer.
  20. Of the following choices, what is a simple working philosophy technicians can implement that contributes to their success and the success of the help desk?

    1. Closing as many incidents as possible
    2. Working with as many customers as possible
    3. Escalating as many incidents as possible
    4. Take ownership of incidents as much as possible
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