IT Technical Support and Management Introduction

In your own words, describe what IT Tech Support & Management is?

Technical support services mainly focus on training customers on how to use technology?

• True

• False

Technical support services include all of the following except...

• Troubleshooting, diagnosing and resolving technical issues

• Setting up accounts for new employees and new users

• Purchasing hardware and software

• Replacing and repairing computer equipment

Maintaining a database of reported incidents/actions taken is part of technical support services.

• True

• False

Technical support reduces the _______ due to disrupted IT services

• Uptime

• Downtime

• Performance

• None of the above

Only companies that provide technology products use technical support.

• True

• False

Some companies divide technical support teams into two service areas. What are they?

• Help Desk

• Tech support

• Customer Support

• Computer services

Help Desk teams focus on fixing and troubleshooting technical issues for who?

• Computer staff

• Senior management

• External end-users.

• Internal end-users.

Customer support teams address incidents and service requests for who?

• Computer staff

• Senior management

• External end-users.

• Internal end-users.

What are the main ways organizations create value for themselves and their customers?

• Through Quality Services

• Marketing

• Generating profit

• All of the above