Some help desks use a script to guide an agent through the steps in the incident management process.

• True

• False

A user support center only answers user questions.

• True

• False

Call management is another term for incident management.

• True

• False

The purpose of the screening step is to determine whether an incident is a request for information, question, problem, complaint, or work order.

• True

• False

The Information Technology Infrastructure Library (ITIL) is a collection of best practices in the user support industry based on experiences of successful help desk operations.

• True

• False

Ergonomic problems that apply to computer users do not necessarily apply to help desk support agents.

• True

• False

The purpose of prescreening an incident is to ____.

• identify difficult incidents early in the process

• determine the type of incident and how the help desk staff will handle it

• assign a priority to the problem

• all of the above

Which category of help desk incident is “My computer runs slowly when I access the Internet with a modem in the evenings”?

• A question

• a problem

• a complaint

• a work order

The process of updating the information about an incident as it is processed and as information is added to the incident record is called incident ____.

• authentication

• tracking

• escalation

• archiving

The incident management step in which a user’s problem is satisfactorily dealt with is called incident ____.

• assignment

• resolution

• closing

• archiving