User Support - Module 6

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

Help desk operations retain an archive of previously resolved incidents in a knowledge base to document the steps to resolve each incident as an information resource to help desk agents.

• True

• False

A service level agreement is a contract between a help desk agent and their manager that specifies the percent of incidents the agent will handle correctly during each work shift.

• True

• False

Help desk software packages often include a report generator to prepare custom reports, but they do not include anything as powerful as a programming language.

• True

• False

The academic version of LBE Helpdesk featured in the text book is a subset of the features of the full commercial version.

• True

• False

One way to organize user support services that provides a single point of contact for an organization’s workers or customers uses a(n) ____.

• automated call distributor

• artificial intelligence

• queue

• hep desk

A help desk structured into levels or tiers of support uses a ____ support model.

•   

  multi-level support model

•   

  customer feedback model

•   

  computer telephony

•   

  stratified model

The ____ position is unlikely to exist in a help desk that is organized in a multi-level support model.

•   

  Product Specialist

•   

  Incident Screener

•   

  Needs Assessment Analyst

•   

  Technical Support

The ____ help desk position is normally staffed by an entry-level employee.

•   

  Technical Support

•   

  Support Manager

•   

  Incident Screener

•   

  Product Specialist

Which of these help desk positions is often staffed by an employee with programming or product development experience?

•   

  Technical Support

•   

  Support Manager

•   

  Incident Screener

•   

  Product Specialist