FiNUHL Flashcards
What is the goal of most help desk operations?
To provide clients a single point of contact for request, services, and problem resolution.
What is automated call distributor (ACD)?
A computer telephony system (a package of hardware and software) that automates many of the first steps in incident management, such as a greeting.
A(n) ____________________ is a database of help desk problems that have been successfully resolved.
archive
One way to organize user support services that provides a single point of contact for an organization’s workers or customers uses a(n) ____.
help desk
A help desk structured into levels or tiers of support uses a ____ support model.
multi-level
The ____ position is unlikely to exist in a help desk that is organized in a multi-level support model.
Needs Assessment Analyst
The goal of the multi-level support model is to handle most support incidents at ____.
the lowest support level
The usual sequence of incident escalation during help desk incident management is from ____ _____ to _____ _______.
from incident screener to product specialist
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
d, c, a, b
c, a, b, d
a, c, d, b
a, b, c, d
a, c, d, b
The purpose of prescreening an incident is to ____.
determine the type of incident and how the help desk staff will handle it
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
The incident management step in which a user’s problem is satisfactorily dealt with is called incident ____.
resolution
___________ practices are procedures , tools and methods employed by successful support groups.
Best
A help desk software package that includes asset management can help a support staff control ____.
an organization’s equipment inventory
Tools to manage service level agreements (SLAs) in a help desk software package probably are of greatest use by ____.
a help desk manager
LBE Helpdesk, featured in this chapter, is an example of a(n) ____.
a commercial help desk package
A telephone system that can answer calls, greet callers, provide menus, and route calls is a(n) ____.
automated call distributor
The ____ form of communication between a user and an agent is asynchronous.
The Information Technology Infrastructure Library (ITIL) is a collection of best practices in the user support industry based on experiences of successful help desk operations.
T oir F
True
The Information Technology Infrastructure Library (ITIL) describes procedures to manage incidents, problems, changes, releases and configurations.
T or F
T
A(n) ____________________ assigned during incident management indicates how serious a problem is and how many users are affected.
Priority Code
A _________ ________is a financial plan that translated the goals in a mission statement into a strategy to meet the goals.
support budget
A(n) ____________________ is a list of guiding principles that communicate help desk or support goals to staff, users, and management.
mission statement
User support budgets are often divided into two large categories: _______ and _______.
revenue and expenses
A ______ and ______ test is a tool support managers use when selecting new employees; it measures an applicant’s understanding and problem-solving ability.
knowledge and skills
A help desk manager would probably emphasize which of these skills in a job search for an advanced support position?
Technical knowledge and skills
Telephone skills
Ability to work on a project team
Communication and listening skills
Technical knowledge and skills
Objective measures of the user support or help desk operation are called ____.
performance statistics
During an interview, what are directed questions used for?
To find out whether an applicant has specific educational or work experience.
One of the first) vendor specific certifications was Novell’s ________________ ___________ _____ in the 1990s
Certified Network Engineer (CNE) certification
The biggest enemy of most printers is ____.
printer paper dust
A light source that may flicker at the same rate as an older CRT display screen is a(n) ____ bulb.
fluorescent
The display screen attached to a PC should be located so a user looks ____.
down slightly
Ways to design PC workspaces to minimize health problems and maximize worker safety, productivity and comfort is called ____.
Ergonomics
If a PC is plugged into a 15-amp circuit, the total amperage of all devices plugged into the circuit should be ____.
less than 15 amps
The purpose of a pre-installation site visit is to ____.
anticipate possible installation problems
A device that regulates the electrical power on a circuit into which a PC or server will be connected is a(n) ____.
power conditioner
One of the primary causes of eyestrain is ____.
a display screen that reflects light
Most operating systems are now distributed on ____.
CD or DVD disks
The most effective fire extinguisher for computer equipment is ____.
Halon gas or a substitute
A chemical used by support specialist to clean some technology components is ____.
isopropyl alcohol
Which type of cleaner is generally not recommended for use on laptop display screens?
isopropyl alcohol
An uninterruptable power supply contains a ____.
battery
What application software installation option installs the most commonly used set of features and capabilities?
Express
A tool used by installers to remove the case from a desktop PC is a ____.
nut driver
In the classification of skills levels below, what is the sequence in which skills are usually built?
A) basic skills B) concepts C) expertise D) understanding
B, D, A, C
____________________ is a form of one-to-one training in which a work colleague or supervisor plays a role as coach and mentor to a new employee.
on-the-job
During which training step does a trainer develop details about the specific topics to cover and how to present them?
Preparation
Hands-on activities are sometimes called what?
lab activities
A(n) ____________________ is a self-guided training activity which permits a trainee to work through an interactive learning session at their own pace.
tutorial
A common problem with the lecture method of training delivery is that the trainee’s role is very ___
passive
When planning a training session, the purpose of a pretest of trainees is to ____.
establish a baseline of the skill levels that trainees bring to the table
A trainee who learns best by performing a task is called a(n) ____.
experiential learner
Performance objectives for a training session should be ____.
measurable
Which of these is not one of the steps in the training process?
Progress
Perform
Plan
Present
Perform
Learning that occurs as a result of interactions among trainees (peer-to-peer) is called ____________________ learning.
Collaborative
