Chapter 1: Introduction to Service Desk Concepts
TRUE/FALSE
1. There is not currently much of a career opportunity in the field of customer service and technical
support.
ANS: F PTS: 1 REF: 3
2. Above all, service desk employees must understand that the service desk is first and foremost a
customer service organization that contributes to a company's bottom line by delivering services
that meet the needs of its users.
ANS: T PTS: 1 REF: 3
3. Technical support refers to the service desk’s ability to resolve incidents at the service desk
without escalation to another level of support.
ANS: F PTS: 1 REF: 3
4. As technical support evolved, companies learned that they had to support not only technology,
but also the users of that technology.
ANS: T PTS: 1 REF: 4
5. Since developers are usually the best technical resources, they should be on the front line and
interact directly with the customers.
ANS: F PTS: 1 REF: 5
, 6. The quality movement, a business trend that began in the late 1970s, introduced the concept that a
customer can be either internal or external to the company.
ANS: T PTS: 1 REF: 5-6
7. IT service management (ITSM) is a discipline for managing IT services that focuses on the
quality of those services and the relationship that the IT service provider has with its customers.
ANS: T PTS: 1 REF: 7
8. Anywhere computing involves delivering hosted services over the Internet.
ANS: F PTS: 1 REF: 10
9. Web 2.0 is a concept that emphasizes enabling web users to interact, collaborate, and generate
content, rather than passively view content created by others.
ANS: T PTS: 1 REF: 10
10. Recent Gartner Group studies indicate that the number of companies supporting corporate
applications on personal devices is declining because of security and liability issues.
ANS: F PTS: 1 REF: 10
11. The technical support services that a company delivers vary according to company size, company
goals, and customer expectations.
ANS: T PTS: 1 REF: 10
12. Delivering walk-up support services is considered a best practice, and large companies typically
offer this type of support.
, ANS: F PTS: 1 REF: 11
13. As the computer industry has evolved, the concept of technical support has moved from a narrow
focus on fixing technical problems to a much more comprehensive focus on supporting customers
and helping them use technology to achieve business goals.
ANS: T PTS: 1 REF: 11
14. One of the uses of remote control and diagnostic systems by the service desk is to provide
informal training to customers.
ANS: T PTS: 1 REF: 12
15. A service desk that anticipates and prevents problems is known as a preventive service desk.
ANS: F PTS: 1 REF: 12
16. In the early 1990s, help desks began to assess their efficiency and effectiveness by creating
metrics and measuring customer satisfaction levels. This demonstrated their contribution to an
organization’s bottom line.
ANS: T PTS: 1 REF: 13
17. Today’s environment, where people have access to their information and computing systems
from public shared access points, is called anywhere computing.
ANS: F PTS: 1 REF: 14
18. In order to streamline support, today’s service desks typically provide one channel for customers
to request service.
, ANS: F PTS: 1 REF: 14
19. During the 2010s, changes to the service desk include analysts needing to become skilled at
working with vendors to isolate and determine the root cause of incidents and problems and
remotely handling many of the traditional field services group’s responsibilities.
ANS: T PTS: 1 REF: 14
20. Most companies now have fully proactive service desks.
ANS: F PTS: 1 REF: 16
21. Having level one people handle as many contacts as possible ensures economical use of level two
and level three resources.
ANS: T PTS: 1 REF: 19
22. Ethics provide guidance about what is considered right and wrong behavior.
ANS: T PTS: 1 REF: 19
23. Processes describe how to perform tasks in a procedure.
ANS: F PTS: 1 REF: 22
24. The purpose of access management is to grant authorized users the right to use a service and to
prevent access to nonauthorized users.
ANS: T PTS: 1 REF: 22
25. Once good processes are established, you do not need to change them.
TRUE/FALSE
1. There is not currently much of a career opportunity in the field of customer service and technical
support.
ANS: F PTS: 1 REF: 3
2. Above all, service desk employees must understand that the service desk is first and foremost a
customer service organization that contributes to a company's bottom line by delivering services
that meet the needs of its users.
ANS: T PTS: 1 REF: 3
3. Technical support refers to the service desk’s ability to resolve incidents at the service desk
without escalation to another level of support.
ANS: F PTS: 1 REF: 3
4. As technical support evolved, companies learned that they had to support not only technology,
but also the users of that technology.
ANS: T PTS: 1 REF: 4
5. Since developers are usually the best technical resources, they should be on the front line and
interact directly with the customers.
ANS: F PTS: 1 REF: 5
, 6. The quality movement, a business trend that began in the late 1970s, introduced the concept that a
customer can be either internal or external to the company.
ANS: T PTS: 1 REF: 5-6
7. IT service management (ITSM) is a discipline for managing IT services that focuses on the
quality of those services and the relationship that the IT service provider has with its customers.
ANS: T PTS: 1 REF: 7
8. Anywhere computing involves delivering hosted services over the Internet.
ANS: F PTS: 1 REF: 10
9. Web 2.0 is a concept that emphasizes enabling web users to interact, collaborate, and generate
content, rather than passively view content created by others.
ANS: T PTS: 1 REF: 10
10. Recent Gartner Group studies indicate that the number of companies supporting corporate
applications on personal devices is declining because of security and liability issues.
ANS: F PTS: 1 REF: 10
11. The technical support services that a company delivers vary according to company size, company
goals, and customer expectations.
ANS: T PTS: 1 REF: 10
12. Delivering walk-up support services is considered a best practice, and large companies typically
offer this type of support.
, ANS: F PTS: 1 REF: 11
13. As the computer industry has evolved, the concept of technical support has moved from a narrow
focus on fixing technical problems to a much more comprehensive focus on supporting customers
and helping them use technology to achieve business goals.
ANS: T PTS: 1 REF: 11
14. One of the uses of remote control and diagnostic systems by the service desk is to provide
informal training to customers.
ANS: T PTS: 1 REF: 12
15. A service desk that anticipates and prevents problems is known as a preventive service desk.
ANS: F PTS: 1 REF: 12
16. In the early 1990s, help desks began to assess their efficiency and effectiveness by creating
metrics and measuring customer satisfaction levels. This demonstrated their contribution to an
organization’s bottom line.
ANS: T PTS: 1 REF: 13
17. Today’s environment, where people have access to their information and computing systems
from public shared access points, is called anywhere computing.
ANS: F PTS: 1 REF: 14
18. In order to streamline support, today’s service desks typically provide one channel for customers
to request service.
, ANS: F PTS: 1 REF: 14
19. During the 2010s, changes to the service desk include analysts needing to become skilled at
working with vendors to isolate and determine the root cause of incidents and problems and
remotely handling many of the traditional field services group’s responsibilities.
ANS: T PTS: 1 REF: 14
20. Most companies now have fully proactive service desks.
ANS: F PTS: 1 REF: 16
21. Having level one people handle as many contacts as possible ensures economical use of level two
and level three resources.
ANS: T PTS: 1 REF: 19
22. Ethics provide guidance about what is considered right and wrong behavior.
ANS: T PTS: 1 REF: 19
23. Processes describe how to perform tasks in a procedure.
ANS: F PTS: 1 REF: 22
24. The purpose of access management is to grant authorized users the right to use a service and to
prevent access to nonauthorized users.
ANS: T PTS: 1 REF: 22
25. Once good processes are established, you do not need to change them.
