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WorksheetsIT Technical Support and Management Introduction
Total questions: 12
Worksheet time: 7mins
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
What is the full meaning of ITIL?
IT Infrastructure Library
IT Institution Library
IT Information Library
All of the above
What is the full meaning of ITSM?
IT Serial manual
IT Service Maker
IT service management
IT service manager
