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WorksheetsITSM new
Total questions: 58
Worksheet time: 54mins
What does "ITSM" stand for?
IT Solutions Management
IT Software Management
IT SaaS Management
IT Service Management
What process is the main focus of most ITSM implementations?
ITIL
ITOM
ITSM
SAM
Most ITSM implementation services pricing is based on
Fixed Fee
Time and Material
Subscription
which of these is not a characteristic of a process?
Delivers functions
Respond to a trigger
Delivers a specific result
Is measurable
How many service provider types does ITIL identify?
1
2
3
4
Which of these statements is/are correct?
1. Internal services are delivered between departments or business units within the same organization
2. External services are those delivered to an external customer
1 only
2 only
Both
Neither
Which of these is not recognized as type of the service according to ITIL?
Core service
Supplier service
Enabling service
Enhancing service
What is an IT Service made up of?
A combination of information technology, people and processes
A combination of best practices, information technology, and outcomes
A combination of best practices, inputs and outcomes
A combination inputs, controls and outcomes
Which term describes the functionality offered by a service?
Cost
Warranty
Utility
Risk
An intangible part of transaction relationships between a provider organization and it's customer, guest, or client.
Career
Business Interactions
Service
Management
The first screen an employer should use in deciding whom to hire.
Resumé
Application Form
Background Check
Records
__________ refers to identifying product features and methods that will contribute to product sales.
Product Planning
Market Planning
Financial Analysis
Operations
Which ITIL guiding principle recommends using existing services, processes and tools when improving services?
Progress iteratively with feedback
Keep it simple and practical
Start where you are
Focus on value
Involves aligning an organization’s practices and services with changing business needs
Continual Improvement
Demand
Opportunity
Risk
Which industry generation connects the internet of things (IOT) with manufacturing techniques to enable systems to share information, analyze it and use it to guide intelligent actions?
2nd
3rd
1st
4th
On which pillar of Digital Transformation does change management exist?
Strategy & Vision
People & Culture
Technology & Capabilities
Process & Governance
Which function of management involves motivating, directing and coordinating employees
leading
planning
organizing
controlling
Management is the _________ use and _________ of business resources
skillful, coordination
design, approach
The four functions of managers include each of the following except:
planning.
organizing.
cooperating.
leading
Which one of the management functions involves analyzing information, setting goals, and making decisions about what needs to be done?
styling
planning
implementing
controlling
Which function of management involves arranging work and resources to achieve company goals.
organizing
leading
staffing
implementing
Analyzing information and making decisions about what needs to be done is known as
communicating
implementing
planning
The management function of __________uses graphs, charts, and data to measure performance
lead
plan
staff
control
Counting up the day’s sales and reporting it to the owner
Planning
Organizing
Leading
Controlling
Total Quality Management Focuses on
Employee
Customer
Both (a) & (b)
None of the Above
Which of the following is responsible for quality objective?
Top level management
Middle level management
Frontline management
All of the above
TQM & ISO both focuses on
Customer
Employee
Supplier
All of the above
While setting Quality objective, ________ to be considered.
Customer need
Organizational need
Supplier need
Worker need
What is ISO?
Indian organization for standard
Internal organization for standard
International organization for standard
None of the above
The customer requirement to be reviewed
(i)Before supply of product
(ii)After supply of product
(iii)Before commitment of supply of product
The Correct Answer is
i & ii
i & iii
ii & iii
None of the above
Employee should be involved in
(i)Decision making
(ii)Participation
(iii)Union
The Correct Answer is
i & ii
i & iii
i, ii & iii
None of the above
Quality is a problem because
Workers don’t do the job
It is expensive to control
All processes have some variation
Management do not fund projects
Some of the Determinants of Service Quality are all except which of the following:
Competence
Security
Reliability
Service Delivery
What question do you ask to get feedback to see if the computer software met expectations of the customer?
Did they deliver it on time?
. Did you have installation problems?
What new features have you used?
How has the software worked for what you were using it for?
Active listening is
listening while maintaining eye contact with the speaker
listening and using positive body language
listening and responding to the other person in a way that improves understanding
listening while staying active by running, jogging, etc.
Your ultimate goal as a sales associate is to:
Meet your quota each month
Provide service to as many customers as you can
Satisfy the customer
Be the top sales associate in your department
Which of the following is most likely to help in calming an angry customer when face to face?
Crossing your arms
Rapid nodding of the head
Slow nodding of the head
Smiling
Someone who buys goods or services
A- Customer
B- Client
C- Buyer
A and B
Which statement about customer service is correct?
Excellent customer service results in a more positive business
reputation.
Excellent customer service results in more promises and
therefore more lawsuits.
Excellent customer service results in fewer loyal customers.
Excellent customer service results in lower wages.
Why is customer service mandatory?
Customer service is mandatory as required by federal law.
Customer service is mandatory because without it a company will
lose customers.
Customer service is mandatory because state law requires it.
Customer service is mandatory because CEOs like to spend money
on it.
WHY CUSTOMER SERVICE IS IMPORTANT
1. The best customer service builds trust
1. Customer service matters more than price
1. It will build brand awareness
All of the above
Which of the following is not attitude in providing good service
• Enjoy helping people
• Handle people well
• Give unfair and unequal treatment to all
None of the above
8. What is the main purpose of customer service?
a. To meet needs and expectations.
To deliver standards.
To work as part of a team.
To increase sales
Which statement about customer service is correct?
Excellent customer service results in a more positive business reputation.
Excellent customer service results in more promises and therefore more lawsuits.
Excellent customer service results in fewer loyal customers.
Excellent customer service results in lower wages.
Who Assist with managing and maintaining KPI and other critical performance metrics
Customer Experience
Internal Audit
Business Process Analyst
Business Analyst
Service Management Team focus on:
System administration
Onboarding processes
Hiring
People Team Performance, Service quality & Risk mitigation
No matter what a company does, it is always in the business of ____________ customer service.
providing
giving
selling
caring
Some companies are experiencing really hard times these days, and others have even gone ____________ .
away
over
under
across
If you want to be successful, you have to spend massively ____________ advertising.
in
for
over
on
Customers expect nothing but ____________ in customer service.
excellence
goodness
quality
expertise
This is a good company to ____________ business with.
deal
do
make
work
