FBLA HELP DESK PRACTICE EXAMS 2025/2026 QUESTIONS
WITH ANSWERS MARKED A+
✔✔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
✔✔intranet - ✔✔A secured, privately maintained Web site that serves employees and
that can be accessed only by authorized personnel
✔✔IT Operations Control - ✔✔The function within IT that monitors the entire IT
Infrastructure from a central console or set of consoles
✔✔impact - ✔✔The effect an incident is having on the business
✔✔incident management - ✔✔The process responsible for managing the lifecycle of
incidents
✔✔incident owner - ✔✔An employee of the support organization who acts as a
customer advocate and proactively ensures that a incident is resolved to the customer's
satisfaction
✔✔incident ownership - ✔✔A practice that ensures that when the service desk analyst
cannot resolve a incident during the first call or escalates the incident to a person or
group outside of the service desk, an incident owner is designated; also known as total
contact ownership
✔✔incident tracking - ✔✔task of following one incident from recognition to resolution
✔✔incident management system - ✔✔Technology used to enhanced trouble ticketing
and management reporting capability
✔✔incident data - ✔✔The details of a incident or request, including incident type (such
as an incident or request), channel used to submit (such as telephone, e-mail, or Web
request), category (such as hardware or software), affected component or system (such
as a printer or monitor), symptom, date and time incident occurred, date and time
incident was logged, analyst who logged the incident, incident owner, description, and
priority.
✔✔incident record - ✔✔All of the fields that describe a single incident
✔✔incidents resolved within target time percent - ✔✔The percentage of incidents
resolved within a target resolution time
,✔✔inquiry - ✔✔A customer request for information, such as "When will the new release
of software arrive?"
✔✔International Organization for Standardization - ✔✔A network of the national
standards institutes of 157 countries; also known as ISO
✔✔inventory management - ✔✔A process that focuses only on collecting and
maintaining information about IT assets, not the relationships that exist among those
assets. See configuration management.
✔✔ISO 9000 - ✔✔set of international standards for a quality management
✔✔ISO/IEC 20000 - ✔✔An international standard for IT service management
✔✔idle state - ✔✔An ACD state that occurs when an analyst is logged on to the ACD
but is not accepting calls
✔✔information indicator digits (IID) - ✔✔A service that identifies the origin of a call from
the type or location of the telephone being used to place the call, such as a pay phone,
cellular phone, or hotel phone
✔✔instant message system - ✔✔system that enables two or more people to
communicate in real time (text or chat) over the Internet by typing on a keyboard
✔✔integrated ITSM solutions - ✔✔suite of systems that companies use to manage their
incident, problem, knowledge, change, service asset and configuration management
and request fulfillment processes; also called enterprise solutions
✔✔individual performance goals - ✔✔Measurable objectives for analysts that support
the service desk mission
✔✔Basic Internet Training (IBT) - ✔✔A training system that people can access from any
personal computer that has an Internet connection and a browser.
✔✔knowledge base administrator (KBA) - ✔✔Another name for a knowledge engineer.
✔✔knowledge engineer - ✔✔The person who develops and oversees the knowledge
management process and ensures that the information contained in the knowledge
management system is accurate, complete, and current; also called a knowledge base
administrator (KBA).
✔✔knowledge management system (KMS) - ✔✔A set of tools and databases that are
used to store, manage, and present information sources such as customer information,
documents, policies and procedures, incident resolutions, and known errors.
, ✔✔known error - ✔✔a problem that has a documented root cause and a workaround.
✔✔Kaizen - ✔✔A Japanese term that when applied to the workplace means continuing
improvement involving everyone - managers and workers alike.
✔✔Kepner-Tregoe problem analysis - ✔✔A proprietary problem analysis technique
developed by Charles Kepner and Ben Tregoe that involves defining and describing the
problem, establishing possible causes, testing the most probable cause, and verifying
the true cause.
✔✔knowledge management - ✔✔The process responsible for gathering, storing, and
sharing information and knowledge within an organization.
✔✔keyword searching - ✔✔The technique of finding indexed information by specifying
a descriptive word or phrase, called a keyword.
✔✔knowledge - ✔✔The application of information along with people's experiences,
ideas, and judgments.
✔✔key performance indicator (KPI) - ✔✔A key metric used to manage a process.
✔✔large service desk - ✔✔An internal service desk that has more than 25 people on
staff, or an external service desk that has as many as several hundred people on staff.
✔✔local service desk - ✔✔A service desk that is physically located close to its
customers.
✔✔level one analyst - ✔✔A person who receives and logs contacts, answers questions,
and resolves incidents and service requests when possible; also called service desk
analyst, customer support analyst, or service desk technician.
✔✔level one specialist - ✔✔A person who researches complex incidents and handles
service requests that require more skill or authority - or, in some cases, more time - than
a level one analyst typically can devote to a single contact; also called service desk
specialist, technical support specialist, or customer support specialist.
✔✔level one - ✔✔The initial point of contact for customers when they have an incident.
✔✔level two - ✔✔The person or group that resolves incidents that are beyond the
scope or authority (such as system access rights or permissions) of level one.
✔✔level three - ✔✔The person or group that resolves complex incidents that are
beyond the scope of level two.
WITH ANSWERS MARKED A+
✔✔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
✔✔intranet - ✔✔A secured, privately maintained Web site that serves employees and
that can be accessed only by authorized personnel
✔✔IT Operations Control - ✔✔The function within IT that monitors the entire IT
Infrastructure from a central console or set of consoles
✔✔impact - ✔✔The effect an incident is having on the business
✔✔incident management - ✔✔The process responsible for managing the lifecycle of
incidents
✔✔incident owner - ✔✔An employee of the support organization who acts as a
customer advocate and proactively ensures that a incident is resolved to the customer's
satisfaction
✔✔incident ownership - ✔✔A practice that ensures that when the service desk analyst
cannot resolve a incident during the first call or escalates the incident to a person or
group outside of the service desk, an incident owner is designated; also known as total
contact ownership
✔✔incident tracking - ✔✔task of following one incident from recognition to resolution
✔✔incident management system - ✔✔Technology used to enhanced trouble ticketing
and management reporting capability
✔✔incident data - ✔✔The details of a incident or request, including incident type (such
as an incident or request), channel used to submit (such as telephone, e-mail, or Web
request), category (such as hardware or software), affected component or system (such
as a printer or monitor), symptom, date and time incident occurred, date and time
incident was logged, analyst who logged the incident, incident owner, description, and
priority.
✔✔incident record - ✔✔All of the fields that describe a single incident
✔✔incidents resolved within target time percent - ✔✔The percentage of incidents
resolved within a target resolution time
,✔✔inquiry - ✔✔A customer request for information, such as "When will the new release
of software arrive?"
✔✔International Organization for Standardization - ✔✔A network of the national
standards institutes of 157 countries; also known as ISO
✔✔inventory management - ✔✔A process that focuses only on collecting and
maintaining information about IT assets, not the relationships that exist among those
assets. See configuration management.
✔✔ISO 9000 - ✔✔set of international standards for a quality management
✔✔ISO/IEC 20000 - ✔✔An international standard for IT service management
✔✔idle state - ✔✔An ACD state that occurs when an analyst is logged on to the ACD
but is not accepting calls
✔✔information indicator digits (IID) - ✔✔A service that identifies the origin of a call from
the type or location of the telephone being used to place the call, such as a pay phone,
cellular phone, or hotel phone
✔✔instant message system - ✔✔system that enables two or more people to
communicate in real time (text or chat) over the Internet by typing on a keyboard
✔✔integrated ITSM solutions - ✔✔suite of systems that companies use to manage their
incident, problem, knowledge, change, service asset and configuration management
and request fulfillment processes; also called enterprise solutions
✔✔individual performance goals - ✔✔Measurable objectives for analysts that support
the service desk mission
✔✔Basic Internet Training (IBT) - ✔✔A training system that people can access from any
personal computer that has an Internet connection and a browser.
✔✔knowledge base administrator (KBA) - ✔✔Another name for a knowledge engineer.
✔✔knowledge engineer - ✔✔The person who develops and oversees the knowledge
management process and ensures that the information contained in the knowledge
management system is accurate, complete, and current; also called a knowledge base
administrator (KBA).
✔✔knowledge management system (KMS) - ✔✔A set of tools and databases that are
used to store, manage, and present information sources such as customer information,
documents, policies and procedures, incident resolutions, and known errors.
, ✔✔known error - ✔✔a problem that has a documented root cause and a workaround.
✔✔Kaizen - ✔✔A Japanese term that when applied to the workplace means continuing
improvement involving everyone - managers and workers alike.
✔✔Kepner-Tregoe problem analysis - ✔✔A proprietary problem analysis technique
developed by Charles Kepner and Ben Tregoe that involves defining and describing the
problem, establishing possible causes, testing the most probable cause, and verifying
the true cause.
✔✔knowledge management - ✔✔The process responsible for gathering, storing, and
sharing information and knowledge within an organization.
✔✔keyword searching - ✔✔The technique of finding indexed information by specifying
a descriptive word or phrase, called a keyword.
✔✔knowledge - ✔✔The application of information along with people's experiences,
ideas, and judgments.
✔✔key performance indicator (KPI) - ✔✔A key metric used to manage a process.
✔✔large service desk - ✔✔An internal service desk that has more than 25 people on
staff, or an external service desk that has as many as several hundred people on staff.
✔✔local service desk - ✔✔A service desk that is physically located close to its
customers.
✔✔level one analyst - ✔✔A person who receives and logs contacts, answers questions,
and resolves incidents and service requests when possible; also called service desk
analyst, customer support analyst, or service desk technician.
✔✔level one specialist - ✔✔A person who researches complex incidents and handles
service requests that require more skill or authority - or, in some cases, more time - than
a level one analyst typically can devote to a single contact; also called service desk
specialist, technical support specialist, or customer support specialist.
✔✔level one - ✔✔The initial point of contact for customers when they have an incident.
✔✔level two - ✔✔The person or group that resolves incidents that are beyond the
scope or authority (such as system access rights or permissions) of level one.
✔✔level three - ✔✔The person or group that resolves complex incidents that are
beyond the scope of level two.
