GEB 4522: Midterm Study guide Exam
and All Correct Answers 2025-2026
Updated.
"Be willing" to a customer may mean _____. - Answer taking ownership of all incidents to
closure
A(n) ____ service desk responds to questions, distributes information, and handles incidents
and service requests for its company's employees. - Answer internal
Historically, service desks have been ____ centers, in which the budget items required to run
the service desk are considered an expense to the company. - Answer cost
In ITIL, which of the following is an example of a service request? - Answer a standard
change
In ITIL, which of the following is an example of an incident? - Answer an error message
Incident management, problem management, request fulfillment, and access management are
examples of ____. - Answer processes
ITIL considers the ____ responsible for handling service requests and communications with
customers. - Answer service desk
Results that customers consider reasonable or due to them are called _____. - Answer
expectations
The term referring to the wide range of services that enable people and companies to
continuously use the computing technology they acquired or developed is known as ____. -
Answer technical support
What is a service desk? - Answer A single point of contact within a company for managing
customer incidents and service requests.
What is the importance of a customer service value chain? - Answer It demonstrates that all
of the departments within a company are interdependent and must work together to deliver
services to external customers.
,What is the most expensive component of a service desk? - Answer people
What is the number one reason that customers choose to do business with another company? -
Answer They were dissatisfied with the product.
Where would you find IT asset information and be able to link it to related incidents, problems,
and changes? - Answer Configuration management system
what are used by many Web sites to identify users and track their preferences? - Answer
cookies
Which is a primary characteristic of a world class company? - Answer It achieves and sustains
high levels of customer satisfaction.
Service desk analysts should learn to? - Answer strike all negative phrases from their
vocabulary.
what is true about best practice frameworks and standards? - Answer Most process-related
initiatives are handled as formal projects to ensure that all stakeholders are engaged and that
desired outcomes are achieved.
Companies who have one centralized, global service desk find it tends to be less costly than -
Answer providing follow the sun support.
Taking ownership of an incident means - Answer tracking the incident to ensure that the
customer is kept informed of its status, the incident is resolved and that the customer is
satisfied with the resolution
Operational Level Agreements underpin Service Level Agreements by - Answer ensuring that
all parties involved in meeting SLA targets understand their respective responsibilities.
Which term refers to the perceived worth, usefulness, or importance of a product or service to
the customer? - Answer value
Which type of support includes services that help a customer understand and benefit from a
product's capabilities by answering questions, solving problems, and providing training? -
Answer customer support
what type of skills include managing stress and time and continuously learning new skills? -
Answer self-management skills
, Why are metrics important to a service desk? - Answer -They ensure that the service desk
understands the customers' expectations.
-They measure the services desk's responsiveness and its ability to demonstrate a caring
attitude and skill. Incorrect
-They provide service desk analysts the information needed to determine what else they can do
to satisfy their customers
true or false. A call center is a place where telephone calls are made or received in high volume.
- Answer True
true or false. A caring attitude refers to the service desk's ability to be available when customers
need help and make it easy for customers to obtain help. - Answer False
true or false. A common best practice for service desks is to discourage complaints as
complaints are typically biased customer opinions and are not useful in helping service desks
improve. - Answer False
true or false. A current trend within a trend is for major incidents to be handled by the major
incident investigation team, a defined team of experts who are on call 24x7. - Answer False
true or false. A designated expert is a person who has a high level of experience or knowledge in
a particular area. - Answer False
true or false. A good practice is a proven way of completing a task to produce a near optimum
result and is proven over time through experience and research to work for a large number and
variety of people and organizations. - Answer False
true or false. A known error is a problem that has a documented root cause and a workaround. -
Answer True
true or false. A process engineer develops and oversees the knowledge management process. -
Answer False
true or false. Customer satisfaction surveys are a series of questions that ask customers to
provide their perception of the support services being offered. - Answer True
and All Correct Answers 2025-2026
Updated.
"Be willing" to a customer may mean _____. - Answer taking ownership of all incidents to
closure
A(n) ____ service desk responds to questions, distributes information, and handles incidents
and service requests for its company's employees. - Answer internal
Historically, service desks have been ____ centers, in which the budget items required to run
the service desk are considered an expense to the company. - Answer cost
In ITIL, which of the following is an example of a service request? - Answer a standard
change
In ITIL, which of the following is an example of an incident? - Answer an error message
Incident management, problem management, request fulfillment, and access management are
examples of ____. - Answer processes
ITIL considers the ____ responsible for handling service requests and communications with
customers. - Answer service desk
Results that customers consider reasonable or due to them are called _____. - Answer
expectations
The term referring to the wide range of services that enable people and companies to
continuously use the computing technology they acquired or developed is known as ____. -
Answer technical support
What is a service desk? - Answer A single point of contact within a company for managing
customer incidents and service requests.
What is the importance of a customer service value chain? - Answer It demonstrates that all
of the departments within a company are interdependent and must work together to deliver
services to external customers.
,What is the most expensive component of a service desk? - Answer people
What is the number one reason that customers choose to do business with another company? -
Answer They were dissatisfied with the product.
Where would you find IT asset information and be able to link it to related incidents, problems,
and changes? - Answer Configuration management system
what are used by many Web sites to identify users and track their preferences? - Answer
cookies
Which is a primary characteristic of a world class company? - Answer It achieves and sustains
high levels of customer satisfaction.
Service desk analysts should learn to? - Answer strike all negative phrases from their
vocabulary.
what is true about best practice frameworks and standards? - Answer Most process-related
initiatives are handled as formal projects to ensure that all stakeholders are engaged and that
desired outcomes are achieved.
Companies who have one centralized, global service desk find it tends to be less costly than -
Answer providing follow the sun support.
Taking ownership of an incident means - Answer tracking the incident to ensure that the
customer is kept informed of its status, the incident is resolved and that the customer is
satisfied with the resolution
Operational Level Agreements underpin Service Level Agreements by - Answer ensuring that
all parties involved in meeting SLA targets understand their respective responsibilities.
Which term refers to the perceived worth, usefulness, or importance of a product or service to
the customer? - Answer value
Which type of support includes services that help a customer understand and benefit from a
product's capabilities by answering questions, solving problems, and providing training? -
Answer customer support
what type of skills include managing stress and time and continuously learning new skills? -
Answer self-management skills
, Why are metrics important to a service desk? - Answer -They ensure that the service desk
understands the customers' expectations.
-They measure the services desk's responsiveness and its ability to demonstrate a caring
attitude and skill. Incorrect
-They provide service desk analysts the information needed to determine what else they can do
to satisfy their customers
true or false. A call center is a place where telephone calls are made or received in high volume.
- Answer True
true or false. A caring attitude refers to the service desk's ability to be available when customers
need help and make it easy for customers to obtain help. - Answer False
true or false. A common best practice for service desks is to discourage complaints as
complaints are typically biased customer opinions and are not useful in helping service desks
improve. - Answer False
true or false. A current trend within a trend is for major incidents to be handled by the major
incident investigation team, a defined team of experts who are on call 24x7. - Answer False
true or false. A designated expert is a person who has a high level of experience or knowledge in
a particular area. - Answer False
true or false. A good practice is a proven way of completing a task to produce a near optimum
result and is proven over time through experience and research to work for a large number and
variety of people and organizations. - Answer False
true or false. A known error is a problem that has a documented root cause and a workaround. -
Answer True
true or false. A process engineer develops and oversees the knowledge management process. -
Answer False
true or false. Customer satisfaction surveys are a series of questions that ask customers to
provide their perception of the support services being offered. - Answer True
