FBLA HELP DESK EXAMS SET 2025/2026 QUESTIONS WITH
ANSWERS MARKED A+
✔✔emergency change - ✔✔A change that must be introduced as soon as possible to
repair an error in an IT service that has a high impact on the business.
✔✔e-mail response management system - ✔✔A system that enables service desks to
manage high volume chat, e-mail, and Web form messages.
✔✔effectiveness - ✔✔A measure of how completely and accurately services are
delivered.
✔✔efficiency - ✔✔A measure of the time and effort required to deliver services in
relation to their cost.
✔✔employee performance plan - ✔✔A document that clearly describes an analyst's
performance requirements and individual improvement objectives.
✔✔event-driven survey - ✔✔A customer satisfaction survey that asks customers for
feedback on a single, recent service event.
✔✔exit poll - ✔✔A measurement technique that, on the Internet, combines questions
such as "Was this information helpful to you?" with Yes and No buttons that customers
can use to provide feedback.
✔✔ergonomics - ✔✔The science of people-machine relationships that intended to
maximize productivity by reducing operator fatigue and discomfort.
✔✔follow the sun - ✔✔A service desk approach that enables an organization to provide
24-hour coverage by having regional service desks working only during the usual
business hours for their location.
✔✔front-line service provider - ✔✔Service desk staff who interacts directly with
customers.
✔✔five whys - ✔✔A technique that involves repeatedly asking the question "Why?" until
the root cause of a problem is determined.
✔✔flowchart - ✔✔A diagram that shows the sequence of tasks that occur in a process
✔✔framework - ✔✔A structure designed to enclose something
,✔✔functional escalation - ✔✔Escalation that transfers and incident from one line of
support to the next; occurs when greater knowledge or authority is required to resolve
an incident or a target timescale has been exceeded.
✔✔fax - ✔✔An electronic device that sends or receives printed matter or computer
images
✔✔feature and functionality requirements - ✔✔The specifics of how the selected tool
must perform in order to support its associated business processes.
✔✔form - ✔✔A predefined document that contains text or graphics users cannot
change and areas in which users enter information.
✔✔fuzzy logic - ✔✔A searching technique that presents all possible solutions that are
similar to the search criteria, even when conflicting information exists or no exact match
is present.
✔✔first call resolution rate percent - ✔✔The percentage of calls resolved during a
customer's initial telephone call compared to the total number of calls received at the
service desk for a given period of time.
✔✔fee-based support - ✔✔Support services that charge the customer on a per-use
basis
✔✔Gantt chart - ✔✔A type of bar chart that is often used to illustrate a project schedule
✔✔global support - ✔✔Support for customers anywhere in the world; may be caused by
the need to support a large company that has foreign divisions and subsidiaries or by
the need to support customers who are doing business with the company through the
Web.
✔✔help desk - ✔✔A forerunner of the service desk.
✔✔hierarchic escalation - ✔✔Escalation that occurs when management is involved in
the incident management process, even if only for information purposes; occurs when
steps are taking too long, there is contention about assignments, or additional resources
are needed to resolve a incident.
✔✔high-level requirements - ✔✔The broad needs for a system
✔✔homegrown incident tracking system - ✔✔Technology that tends to support only the
incident management process and offers basic trouble ticketing and reporting capability
, ✔✔hyperlink - ✔✔Text or graphics in a hypertext or hypermedia document that allow
readers to "jump" to a related idea, regardless of where that idea occurs in the
document
✔✔hypermedia - ✔✔A storage method that stores information in a graphical form so
users can access the information in a nonlinear fashion using hyperlinks
✔✔hypertext - ✔✔A storage method that stores information in a nongraphical form so
users can access the information in a nonlinear fashion using hyperlinks
✔✔information - ✔✔Data that are organized in a meaningful way
✔✔information center - ✔✔A forerunner of the help desk; a place within a company
where employees could receive training and help using personal computers
✔✔Information Technology Infrastructure Library (ITIL) - ✔✔set of best practices for IT
service management
✔✔internal customer - ✔✔A person who works at a company and at times relies on
other employees at that company to perform his or her job
✔✔Internet - ✔✔A global collection of computer networks that are linked to provide
worldwide access to information
✔✔IT service management (ITSM) - ✔✔discipline for managing IT services that focuses
on the quality of those services and the relationship that the IT organization has with its
customers
✔✔inbound call center - ✔✔call center that receives telephone calls from customers
and may answer questions, take orders, respond to billing inquiries, and provide
customer support
✔✔installations, moves, adds, and changes (IMACs) - ✔✔Activities that include moving
equipment, installing and configuring new systems, and upgrading existing systems;
also known as installations, moves, adds, and changes (IMACs).
✔✔internal service desk - ✔✔A service desk that responds to questions, distributes
information, and handles problems and service requests for its company's employees
(internal customers)
✔✔internal service provider - ✔✔A department or a person within a company that
supplies information, products, or services to another department or person within the
same company
ANSWERS MARKED A+
✔✔emergency change - ✔✔A change that must be introduced as soon as possible to
repair an error in an IT service that has a high impact on the business.
✔✔e-mail response management system - ✔✔A system that enables service desks to
manage high volume chat, e-mail, and Web form messages.
✔✔effectiveness - ✔✔A measure of how completely and accurately services are
delivered.
✔✔efficiency - ✔✔A measure of the time and effort required to deliver services in
relation to their cost.
✔✔employee performance plan - ✔✔A document that clearly describes an analyst's
performance requirements and individual improvement objectives.
✔✔event-driven survey - ✔✔A customer satisfaction survey that asks customers for
feedback on a single, recent service event.
✔✔exit poll - ✔✔A measurement technique that, on the Internet, combines questions
such as "Was this information helpful to you?" with Yes and No buttons that customers
can use to provide feedback.
✔✔ergonomics - ✔✔The science of people-machine relationships that intended to
maximize productivity by reducing operator fatigue and discomfort.
✔✔follow the sun - ✔✔A service desk approach that enables an organization to provide
24-hour coverage by having regional service desks working only during the usual
business hours for their location.
✔✔front-line service provider - ✔✔Service desk staff who interacts directly with
customers.
✔✔five whys - ✔✔A technique that involves repeatedly asking the question "Why?" until
the root cause of a problem is determined.
✔✔flowchart - ✔✔A diagram that shows the sequence of tasks that occur in a process
✔✔framework - ✔✔A structure designed to enclose something
,✔✔functional escalation - ✔✔Escalation that transfers and incident from one line of
support to the next; occurs when greater knowledge or authority is required to resolve
an incident or a target timescale has been exceeded.
✔✔fax - ✔✔An electronic device that sends or receives printed matter or computer
images
✔✔feature and functionality requirements - ✔✔The specifics of how the selected tool
must perform in order to support its associated business processes.
✔✔form - ✔✔A predefined document that contains text or graphics users cannot
change and areas in which users enter information.
✔✔fuzzy logic - ✔✔A searching technique that presents all possible solutions that are
similar to the search criteria, even when conflicting information exists or no exact match
is present.
✔✔first call resolution rate percent - ✔✔The percentage of calls resolved during a
customer's initial telephone call compared to the total number of calls received at the
service desk for a given period of time.
✔✔fee-based support - ✔✔Support services that charge the customer on a per-use
basis
✔✔Gantt chart - ✔✔A type of bar chart that is often used to illustrate a project schedule
✔✔global support - ✔✔Support for customers anywhere in the world; may be caused by
the need to support a large company that has foreign divisions and subsidiaries or by
the need to support customers who are doing business with the company through the
Web.
✔✔help desk - ✔✔A forerunner of the service desk.
✔✔hierarchic escalation - ✔✔Escalation that occurs when management is involved in
the incident management process, even if only for information purposes; occurs when
steps are taking too long, there is contention about assignments, or additional resources
are needed to resolve a incident.
✔✔high-level requirements - ✔✔The broad needs for a system
✔✔homegrown incident tracking system - ✔✔Technology that tends to support only the
incident management process and offers basic trouble ticketing and reporting capability
, ✔✔hyperlink - ✔✔Text or graphics in a hypertext or hypermedia document that allow
readers to "jump" to a related idea, regardless of where that idea occurs in the
document
✔✔hypermedia - ✔✔A storage method that stores information in a graphical form so
users can access the information in a nonlinear fashion using hyperlinks
✔✔hypertext - ✔✔A storage method that stores information in a nongraphical form so
users can access the information in a nonlinear fashion using hyperlinks
✔✔information - ✔✔Data that are organized in a meaningful way
✔✔information center - ✔✔A forerunner of the help desk; a place within a company
where employees could receive training and help using personal computers
✔✔Information Technology Infrastructure Library (ITIL) - ✔✔set of best practices for IT
service management
✔✔internal customer - ✔✔A person who works at a company and at times relies on
other employees at that company to perform his or her job
✔✔Internet - ✔✔A global collection of computer networks that are linked to provide
worldwide access to information
✔✔IT service management (ITSM) - ✔✔discipline for managing IT services that focuses
on the quality of those services and the relationship that the IT organization has with its
customers
✔✔inbound call center - ✔✔call center that receives telephone calls from customers
and may answer questions, take orders, respond to billing inquiries, and provide
customer support
✔✔installations, moves, adds, and changes (IMACs) - ✔✔Activities that include moving
equipment, installing and configuring new systems, and upgrading existing systems;
also known as installations, moves, adds, and changes (IMACs).
✔✔internal service desk - ✔✔A service desk that responds to questions, distributes
information, and handles problems and service requests for its company's employees
(internal customers)
✔✔internal service provider - ✔✔A department or a person within a company that
supplies information, products, or services to another department or person within the
same company
