FBLA HELP DESK TEST PAPER 2025/2026 QUESTIONS WITH
ANSWERS MARKED A+
✔✔Occupational Safety and Health Administration (OSHA) - ✔✔An agency of the U.S.
Department of Labor that is dedicated to reducing hazards in the workplace and
enforcing mandatory job-safety standards; also implements and improves health
programs for workers; located on the Web at www.osha.gov.
✔✔off-the-shelf - ✔✔Personal computer software products that are developed and
distributed commercially
✔✔outsource - ✔✔To have services provided by an outside supplier instead of
providing them in-house.
✔✔one-stop shop - ✔✔A service desk that is fully responsible for resolving all problems
and service requests, even if the solution requires extensive research or even coding
changes.
✔✔outbound call center - ✔✔A call center that makes telephone calls to customers,
primarily for telemarketing.
✔✔out-of-scope service request - ✔✔A request that is beyond the capabilities of the
service desk.
✔✔ownership - ✔✔Tracking an incident to ensure that the customer is kept informed
about the status of the incident, that the incident is resolved within the expected time
frame, and that the customer is satisfied with the final resolution.
✔✔overall satisfaction survey - ✔✔A customer satisfaction survey that asks customers
for feedback about all contacts with the service desk during a certain time period.
✔✔peer-to-peer support - ✔✔A practice in which users bypass the formal support
structure and seek assistance from their coworkers or someone in another department
✔✔people - ✔✔service desk component that consists of the staff and structure put in
place within a company or department to support its customers by performing business
processes
✔✔procedure - ✔✔step-by-step, detailed set of instructions that describes how to
perform the tasks in a process.
✔✔process - ✔✔collection of interrelated work activities that take a set of specific inputs
and produce a set of specific outputs that are of value to a customer
, ✔✔personal digital assistant (PDA) - ✔✔A small mobile hand-held device that provides
computing and information-storage and retrieval capabilities for personal or business
use.
✔✔podcast - ✔✔method of distributing digital media files over the Internet to personal
computers and portable media players.
✔✔post-sales support - ✔✔Helping people who have purchased a company's product
or service.
✔✔pre-sales support - ✔✔Answering questions for people who have not yet purchased
a company's products or services
✔✔profit center - ✔✔A service desk that must cover its expenses and, perhaps, make a
profit by charging a fee for support services
✔✔Pareto analysis - ✔✔technique for determining the most significant causes from a
list of many possible causes of a problem.
✔✔policy - ✔✔category that defines the relative importance of an incident and is based
on the event's impact and urgency.
✔✔problem management - ✔✔process responsible for managing the lifecycle of
problems
✔✔problem manager - ✔✔employee of the support organization who coordinates all
problem management activities and ensures problems are resolved within SLA targets.
✔✔productivity - ✔✔An efficiency measure that relates output (goods and services
produced) to input (the number of hours worked)
✔✔project - ✔✔temporary endeavor undertaken to complete a unique product, service,
or result
✔✔portal - ✔✔Web "supersite" that provides a variety of services such as a site search
to locate pertinent articles and white papers, a product and services buyer's guide, a
discussion or message board, event calendars, and publications
✔✔push technology - ✔✔A way to deliver information to Web-enabled PCs. The
information is delivered in one of two ways: In the push method, the server contacts the
client when there is new information to send. In the pull method, the client contacts the
server to determine whether new information is available.
✔✔page hit - ✔✔Web page visit
ANSWERS MARKED A+
✔✔Occupational Safety and Health Administration (OSHA) - ✔✔An agency of the U.S.
Department of Labor that is dedicated to reducing hazards in the workplace and
enforcing mandatory job-safety standards; also implements and improves health
programs for workers; located on the Web at www.osha.gov.
✔✔off-the-shelf - ✔✔Personal computer software products that are developed and
distributed commercially
✔✔outsource - ✔✔To have services provided by an outside supplier instead of
providing them in-house.
✔✔one-stop shop - ✔✔A service desk that is fully responsible for resolving all problems
and service requests, even if the solution requires extensive research or even coding
changes.
✔✔outbound call center - ✔✔A call center that makes telephone calls to customers,
primarily for telemarketing.
✔✔out-of-scope service request - ✔✔A request that is beyond the capabilities of the
service desk.
✔✔ownership - ✔✔Tracking an incident to ensure that the customer is kept informed
about the status of the incident, that the incident is resolved within the expected time
frame, and that the customer is satisfied with the final resolution.
✔✔overall satisfaction survey - ✔✔A customer satisfaction survey that asks customers
for feedback about all contacts with the service desk during a certain time period.
✔✔peer-to-peer support - ✔✔A practice in which users bypass the formal support
structure and seek assistance from their coworkers or someone in another department
✔✔people - ✔✔service desk component that consists of the staff and structure put in
place within a company or department to support its customers by performing business
processes
✔✔procedure - ✔✔step-by-step, detailed set of instructions that describes how to
perform the tasks in a process.
✔✔process - ✔✔collection of interrelated work activities that take a set of specific inputs
and produce a set of specific outputs that are of value to a customer
, ✔✔personal digital assistant (PDA) - ✔✔A small mobile hand-held device that provides
computing and information-storage and retrieval capabilities for personal or business
use.
✔✔podcast - ✔✔method of distributing digital media files over the Internet to personal
computers and portable media players.
✔✔post-sales support - ✔✔Helping people who have purchased a company's product
or service.
✔✔pre-sales support - ✔✔Answering questions for people who have not yet purchased
a company's products or services
✔✔profit center - ✔✔A service desk that must cover its expenses and, perhaps, make a
profit by charging a fee for support services
✔✔Pareto analysis - ✔✔technique for determining the most significant causes from a
list of many possible causes of a problem.
✔✔policy - ✔✔category that defines the relative importance of an incident and is based
on the event's impact and urgency.
✔✔problem management - ✔✔process responsible for managing the lifecycle of
problems
✔✔problem manager - ✔✔employee of the support organization who coordinates all
problem management activities and ensures problems are resolved within SLA targets.
✔✔productivity - ✔✔An efficiency measure that relates output (goods and services
produced) to input (the number of hours worked)
✔✔project - ✔✔temporary endeavor undertaken to complete a unique product, service,
or result
✔✔portal - ✔✔Web "supersite" that provides a variety of services such as a site search
to locate pertinent articles and white papers, a product and services buyer's guide, a
discussion or message board, event calendars, and publications
✔✔push technology - ✔✔A way to deliver information to Web-enabled PCs. The
information is delivered in one of two ways: In the push method, the server contacts the
client when there is new information to send. In the pull method, the client contacts the
server to determine whether new information is available.
✔✔page hit - ✔✔Web page visit
