Question 1

Which is true about outsourcing?

Accepted Answer

A)  Successful outsourcing creates jobs for the organization hiring the outsourcer; however, it does not increase jobs for the supplier of the outsourced services.
B)  Support of custom-written applications is a popular activity to outsource as outsourcers typically have more time and resources to dedicate to that type of support.
C)  The advantage of outsourcing is that once the contract is signed, the company who has hired the outsourcer does not have responsibility for the outsourced services.
D)  Due to the desire to outsource, there has been an increase in the number of companies that offer service desk outsourcing services.E) None of the above
F) A) and C)

Question 2

When applying for a service desk position ____.

Accepted Answer

A)  a computer science or MIS degree is a must
B)  English or communications degrees or technical writing skills are valuable
C)  one or more technical certifications are mandatory
D)  a PMP certificate is preferredE) None of the above
F) B) and C)

Question 3

Most process-related initiatives are handled a projects to ensure all stakeholders are engaged and to ensure the new processes and associated tools achieve the desired outcome.

Accepted Answer

A) True 
 B)False

Question 4

Which is true about managers?

Accepted Answer

A)  Being a good manager means having answers available right away; staff will then learn to respect and trust the manager.
B)  A good manager understands that they must motivate their staff to ensure that the staff performs to the best of their abilities.
C)  Delegating is particularly difficult for people with strong technical skills, but delegating will enable managers to learn management skills.
D)  Management must ensure that staff understands the specifics of their job, not necessarily why things are done the way they areE) A) and D)
F) A) and C)

Question 5

Which type of experience is least likely to help you prepare for a service desk career?

Accepted Answer

A)  experience stocking shelves
B)  teaching experience
C)  experience working as a store cashier
D)  experience waiting tablesE) A) and B)
F) C) and D)

Question 6

A good service desk manager understands that people, processes, and technology are all available resources; information is not considered a resource as it is derived from data.

Accepted Answer

A) True 
 B)False

Question 7

The CompTIA A+ Essentials certification ensures that an individual ____.

Accepted Answer

A)  has learned basic project management skills such as initiating, planning and executing projects
B)  understands computer technology, networking and security, and has the communication skills and professionalism required of all entry-level IT professionals
C)  has learned advanced project management skills such as identifying and mitigating project risks and preparing and maintaining a project budget
D)  understands the service management processes and each of their roles in the service lifecycleE) C) and D)
F) A) and C)

Question 8

Which is true about today's service desk industry?

Accepted Answer

A)  Service desk positions are typically entry level and don't require many skills.
B)  Service desk analysts focus on being more technical and less customer-service oriented.
C)  Service desks are being moved into more strategic positions in companies.
D)  Typically, service desks don't contribute to the company's bottom line.E) C) and D)
F) A) and D)

Question 9

Completion
-In the context of business, a(n) _______ is a name, term, design, symbol, or any other feature that differentiates a company's goods or services from those of its competitors.

Accepted Answer

The answer of Completion
-In the context of business, a(n) _______...

Question 10

In the ____, organizations began to value nontechnical certifications for IT professionals.

Accepted Answer

A)  1970s
B)  1980s
C)  1990s
D)  early 2000sE) C) and D)
F) All of the above

Question 11

Having one global support desk tends to be more expensive than follow the sun support.

Accepted Answer

A) True 
 B)False

Question 12

With all the methods of contacting a service desk now available, the telephone is being phased out as a contact channel.

Accepted Answer

A) True 
 B)False

Question 13

Companies that need to provide global support but lack a large support staff often opt to use ____.

Accepted Answer

A)  follow the sun support
B)  one global support desk
C)  regional in country service desks
D)  local service desksE) All of the above
F) A) and C) B

Question 14

Which is a trend seen in today's environment?

Accepted Answer

A)  Connectivity incidents are now viewed as major.
B)  Service desks are participating less in the creating of SLAs.
C)  The service desk's role has narrowed, while the role of L2 has expanded.
D)  Service desks are participating less in the developing standards.E) B) and C)
F) B) and D) A

Question 15

As members of the support industry, analysts must ____.

Accepted Answer

A)  be aware of service desk industry trends and objectively evaluate how the trends affect their skills
B)  concentrate on getting as many technical certifications as they can so they can get promoted
C)  always know which are the most high paying jobs, get certifications in those areas prior to applying for a job
D)  not concentrate on service desk industry trends, as they will change soon anywayE) A) and B)
F) B) and C)

Question 16

Completion
-_______ offers certifications for service desk professionals that are internationally recognized. They also offer a certification that recognizes a support center's commitment to excellence, efficiency, and service quality.

Accepted Answer

The answer of Completion
-_______ offers certifications for service desk professionals...

Question 17

Completion
-Some companies are being challenged to provide _______ support, which means they support customers anywhere in the world.

Accepted Answer

The answer of Completion
-Some companies are being challenged to provide...

Question 18

Trends such as cloud computing, BYOD, and desktop virtualization have forced service desks to look more strategically at how they provide support. They must assess their staff's skills, redesign their processes, evaluate their tools, and rethink their data and information needs.

Accepted Answer

A) True 
 B)False  True

Question 19

Trends such as cloud computing, BYOD, and desktop virtualization ____.

Accepted Answer

A)  make integration easier as they come with an increase of standards
B)  are forcing service desks to implement more self-help options to be more proactive and handle new incidents
C)  are resulting in organizations adopting a more formalized reactive problem management approach
D)  enable a swifter adoption of worker mobility and a need for immediate supportE) A) and B)
F) B) and C)

Question 20

Companies providing global support must address the language and legal issues that come with working in an international environment; it is not so important to address technical and cultural issues.

Accepted Answer

A) True 
 B)False

Exam 8: Customer Support As a Profession

Which is true about outsourcing?

Correct AnswerverifiedShow Answer

When applying for a service desk position ____.

Correct AnswerverifiedShow Answer

Most process-related initiatives are handled a projects to ensure all stakeholders are engaged and to ensure the new processes and associated tools achieve the desired outcome.

Correct AnswerverifiedShow Answer

Which is true about managers?

Correct AnswerverifiedShow Answer

Which type of experience is least likely to help you prepare for a service desk career?

Correct AnswerverifiedShow Answer

A good service desk manager understands that people, processes, and technology are all available resources; information is not considered a resource as it is derived from data.

Correct AnswerverifiedShow Answer

The CompTIA A+ Essentials certification ensures that an individual ____.

Correct AnswerverifiedShow Answer

Which is true about today's service desk industry?

Correct AnswerverifiedShow Answer

Completion -In the context of business, a(n) _______ is a name, term, design, symbol, or any other feature that differentiates a company's goods or services from those of its competitors.

Correct AnswerverifiedShow Answer

In the ____, organizations began to value nontechnical certifications for IT professionals.

Correct AnswerverifiedShow Answer

Having one global support desk tends to be more expensive than follow the sun support.

Correct AnswerverifiedShow Answer

With all the methods of contacting a service desk now available, the telephone is being phased out as a contact channel.

Correct AnswerverifiedShow Answer

Companies that need to provide global support but lack a large support staff often opt to use ____.

Correct AnswerverifiedB

Which is a trend seen in today's environment?

Correct AnswerverifiedA

As members of the support industry, analysts must ____.

Correct AnswerverifiedShow Answer

Completion -_______ offers certifications for service desk professionals that are internationally recognized. They also offer a certification that recognizes a support center's commitment to excellence, efficiency, and service quality.

Correct AnswerverifiedShow Answer

Completion -Some companies are being challenged to provide _______ support, which means they support customers anywhere in the world.

Correct AnswerverifiedShow Answer

Trends such as cloud computing, BYOD, and desktop virtualization have forced service desks to look more strategically at how they provide support. They must assess their staff's skills, redesign their processes, evaluate their tools, and rethink their data and information needs.

Correct AnswerverifiedTrue

Trends such as cloud computing, BYOD, and desktop virtualization ____.

Correct AnswerverifiedShow Answer

Companies providing global support must address the language and legal issues that come with working in an international environment; it is not so important to address technical and cultural issues.

Correct AnswerverifiedShow Answer

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A

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True

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