Question 1

____ is a service provided by a long distance service provider that delivers the telephone number of the person calling.
A)ANI
B)Caller ID
C)DNIS
D)IID

Accepted Answer

ANI (Automatic Number Identification) is a service that provides the telephone number of the person calling.

Question 2

A popular use of ____ is to direct customers, calling a toll-free number, to specialized support groups without requiring the caller to select from a telephone menu.
A)ANI
B)Caller ID
C)DNIS
D)IID

Accepted Answer

DNIS (Dialed Number Identification Service) is used to identify the number that a caller dialed, allowing businesses to direct calls to specialized support groups without the caller needing to navigate a phone menu. This is particularly useful for companies with multiple toll-free numbers for different services or departments.

Question 3

____ identify/identifies the origin of a call from the type or location of the telephone being used to place a call.
A)ANI
B)Caller ID
C)DNIS
D)IID

Accepted Answer

The answer of ____ identify/identifies the origin of a call...

Question 4

Which is a technique that service desks can use to ensure that e-mail communications are handled efficiently and effectively?
A)Provide analysts with e-mail etiquette training and guidance.
B)Ensure that all customers are using the same e-mail package.
C)Integrate e-mail packages and telephone systems.
D)Use e-mail routing systems.

Accepted Answer

D  Providing analysts with e-mail etiquette training ensures they communicate professionally and clearly. Using e-mail routing systems helps manage and prioritize e-mail efficiently.

Question 5

____ web sites enable customers to have "live" contact with analysts or other customers.
A)Real-time
B)Passive
C)Active
D)Interactive

Accepted Answer

The answer of ____ web sites enable customers to have...

Question 6

Which is true about incident management systems?
A)When using an incident management system, a best practice is to close the incident as soon as the support analyst thinks he/she has resolved the issue.
B)Most organizations allow analysts to keep a log of all e-mails, while requiring analysts to log all phone calls into an incident management system.
C)Ideally, one should integrate incident management systems with the information or systems used to manage Service Level Agreements, such as target response and resolution times
D)Most incident management systems require that analysts manually track the status of incidents from start to finish.

Accepted Answer

Incident management systems are more effective when integrated with systems managing Service Level Agreements (SLAs) because this allows for automated tracking and ensures that incidents are resolved within the agreed-upon time frames, enhancing service quality and customer satisfaction.

Question 7

Homegrown incident tracking systems ____.
A)typically benefit large service desks who support a lot of products as they can be customized by programmers who already work for the company
B)tend to be well-documented and easily enhanced, as the programmers work in-house and have a vested interest in having a good, easily updatable system
C)tend to be cheaper and easier to install than commercial incident management systems or enterprise solutions
D)tend to support only the incident management process and offer basic trouble ticketing and reporting capability

Accepted Answer

The answer of Homegrown incident tracking systems ____.
A)typically benefit large...

Question 8

If a medium-sized service desk wants a system with enhanced trouble ticketing and management reporting capability, the ability to log "quick tickets," support for change management and configuration management processes in a limited manner, and automated escalation and notification capabilities, a(n) ____ is probably the best solution.
A)homegrown incident management system
B)commercially developed incident management system
C)integrated ITSM solution
D)enterprise solution

Accepted Answer

A commercially developed incident management system is likely the best fit for a medium-sized service desk with these specific requirements. These systems are designed to provide enhanced trouble ticketing, management reporting capabilities, and often include features like "quick tickets," limited support for change and configuration management processes, and automated escalation and notification capabilities, without the complexity and cost of an enterprise or fully integrated ITSM solution.

Question 9

In the context of the DIKW hierarchy, how to resolve an incident or how to upgrade a workstation would be classified as ____.
A)data
B)information
C)knowledge
D)wisdom

Accepted Answer

Knowledge in the DIKW hierarchy refers to the application of data and information to answer "how" questions, such as how to resolve an incident or upgrade a workstation. It involves understanding patterns, ideas, and principles derived from information.

Question 10

____ is a searching technique that uses everyday language to ask users questions and interpret their answers.
A)Case-based reasoning
B)Decision trees
C)Fuzzy logic
D)Keyword searching

Accepted Answer

Case-based reasoning is a searching technique that uses everyday language to ask users questions and interpret their answers. It relies on a database of previous cases and their solutions to solve new problems by finding a similar past case and adapting its solution to the new problem.

Question 11

____ is a searching technique that can get results when the exact spelling of a word is not known, or it can help users obtain information that is loosely related to a topic.
A)Case-based reasoning
B)Query by example
C)Fuzzy logic
D)Keyword searching

Accepted Answer

Fuzzy logic allows for approximate values and reasoning, which is useful when dealing with situations where the exact spelling of a word is not known or when seeking information that is loosely related to a topic.

Question 12

____ can find records that do not contain the search criteria or that contain a value less than, greater than, or equal to the specified search criteria.
A)Case-based reasoning
B)Query by example
C)Fuzzy logic
D)Keyword searching

Accepted Answer

Query by Example (QBE) is a method that allows users to search databases by providing examples of the data they want to retrieve, including finding records that do not match specific criteria or that match criteria based on relational operators like less than, greater than, or equal to.

Question 13

A configuration management system ____.
A)is typically maintained by the service desk staff and incident management process, as the service desk is the primary beneficiary of the data
B)must be populated automatically by applications such as network inventory software in order to be efficient and effective
C)may provide the ability to view and report on all of the incidents reported about or changes made to a particular hardware device
D)is typically one single, standalone tool used to store information about the components installed on a computer or network along with related information

Accepted Answer

Configuration management systems can provide the ability to view and report on all incidents and changes related to specific hardware devices, offering a comprehensive overview of an item's history and status.

Question 14

To track and collect alerts generated by a network monitoring system and pass them to a central server, where they can be automatically picked up, evaluated, and, when appropriate, logged as an incident, a ____ system would be best.
A)remote monitoring
B)remote control
C)self healing
D)knowledge management

Accepted Answer

A remote monitoring system is designed to track and collect alerts from various sources across a network and can pass them to a central server for evaluation and logging, fitting the described requirements.

Question 15

Which technology consists of a bright display that sends out visual and, in some cases, audible messages to service desk staff and to customer sites?
A)whiteboards
B)dashboards
C)simultaneous screen transfers
D)instant messaging systems

Accepted Answer

Dashboards are designed to provide a quick and easy way to view and understand real-time data, often through visual indicators like graphs and charts. They can display a wide range of information, including alerts and updates, making them useful for service desk staff and customers to monitor the status of various systems or services.

Question 16

The first step in selecting and implementing any technology for a support organization is to ____.
A)define the requirements
B)identify candidate vendors
C)determine the budget available
D)define the goals

Accepted Answer

Defining the goals is the first step as it sets the direction and purpose for selecting and implementing technology, ensuring alignment with the organization's objectives.

Question 17

Which would be a high-level requirement when selecting an incident management system?
A)operating system requirements
B)customization requirements
C)security requirements
D)usability requirements

Accepted Answer

The answer of Which would be a high-level requirement when...

Question 18

When selecting a tool, expect ____ percent of your requirements to be satisfied "out of the box."
A)30
B)50
C)80
D)100

Accepted Answer

When selecting a tool, it is realistic to expect 80 percent of your requirements to be satisfied "out of the box." This reflects a common understanding in software and tool selection that while many solutions can cover a significant portion of an organization's needs, customization or additional solutions may be necessary to meet specific requirements fully.

Question 19

Completion
-_______ are inventions, processes, or methods that enable the creation and enhancement of tools.

Accepted Answer

The answer of Completion
-_______ are inventions, processes, or methods that...

Question 20

Completion
-A(n) _______ greets callers when all service desk analysts are busy and can provide valuable information when customers are asked to wait on hold.

Accepted Answer

The answer of Completion
-A(n) _______ greets callers when all service...

Quiz 5: The Technology Component: Service Desk Tools and Technologies

____ is a service provided by a long distance service provider that delivers the telephone number of the person calling.

A popular use of ____ is to direct customers, calling a toll-free number, to specialized support groups without requiring the caller to select from a telephone menu.

____ identify/identifies the origin of a call from the type or location of the telephone being used to place a call.

Which is a technique that service desks can use to ensure that e-mail communications are handled efficiently and effectively?

____ web sites enable customers to have "live" contact with analysts or other customers.

Which is true about incident management systems?

Homegrown incident tracking systems ____.

In the context of the DIKW hierarchy, how to resolve an incident or how to upgrade a workstation would be classified as ____.

____ is a searching technique that uses everyday language to ask users questions and interpret their answers.

____ is a searching technique that can get results when the exact spelling of a word is not known, or it can help users obtain information that is loosely related to a topic.

____ can find records that do not contain the search criteria or that contain a value less than, greater than, or equal to the specified search criteria.

A configuration management system ____.

To track and collect alerts generated by a network monitoring system and pass them to a central server, where they can be automatically picked up, evaluated, and, when appropriate, logged as an incident, a ____ system would be best.

Which technology consists of a bright display that sends out visual and, in some cases, audible messages to service desk staff and to customer sites?

The first step in selecting and implementing any technology for a support organization is to ____.

Which would be a high-level requirement when selecting an incident management system?

When selecting a tool, expect ____ percent of your requirements to be satisfied "out of the box."

Completion -_______ are inventions, processes, or methods that enable the creation and enhancement of tools.

Completion -A(n) _______ greets callers when all service desk analysts are busy and can provide valuable information when customers are asked to wait on hold.