HELP DESK B
Email address *
77)  The purpose of incident management is to:
1 point
71)  Service agents must realize that
1 point
51)  To know if a connection to a Web site is secured, look for ______in the browser address box and a lock icon at the bottom of the browser window.
1 point
80)  The request fulfillment process involves what type of request?
1 point
56)  How can you restrict the cookies that are accepted on your computer?
1 point
86)  First Level issues are often handled with the use of:
1 point
66)  Confidence will:
1 point
98)  The rights and obligations of parties under a contract for work is a
1 point
62)  How do you encourage a customer to use the support Web site?
1 point
69)  ____ is the skill of successfully handling more than one task at a time.
0 points
68)  Which is true when coping with deadlines?
1 point
96)  Negotiating service agreements with customers is the goal of
1 point
54)  One of your users on a Windows client with an IP address of 10.20.20.3 is having problems connecting to your intranet web server at IP address 10.20.20.2. You have her ping the IP address of the server and it times out. She is able to ping her own IP address, but cannot ping anything else on the network. What is the most likely problem?
1 point
79)  The incident management process is responsible for all these except:
1 point
76)  If you can't handle a problem, it's best to:
1 point
70)  The best customer service starts with a(n)
1 point
63)  Why do help desk centers have security policies?
1 point
73)  Many successful multi-tasking leaders count on
1 point
95)  Automated presentation of ads that are related to either the results of an online search or the content being displayed on other webpages takes places with
1 point
83)  Which one of the following best defines the term process management?
1 point
93)  Which one of the following strategies can best help multitasking in a support environment?
1 point
88)  What is the purpose of incident monitoring?
1 point
65)  What is the main goal of the help desk?
1 point
59)  Training designed to orient new support workers to their jobs and ongoing training to update skills is
1 point
61)  What is your main goal in working the help desk?
1 point
99)  ______ is a methodology for capturing, authoring, refining, and publishing information that is relevant to the support processes for an organization.
1 point
74)  Electronic and other sensitive data make it necessary to have
1 point
82)  What type of data must be protected?
1 point
57)  An incident is almost always the result of:
1 point
64)  What provides better information to customers and lowers the cost of support?
1 point
55)  You would like to ensure that business you are providing support for has Internet access from anywhere in their office building. Everyone in the office is using portable laptop computers. Which type of connectivity should you implement?
1 point
92)  Which one of the following is a process improvement framework for an IT Service Management System?
1 point
85)  The higher level issues are often handled with the use of:
1 point
84)  Which one of the following is not managed by Release Management?
1 point
58)  Long-term success based upon customer satisfaction is
1 point
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78)  What is the purpose of product Quality Assurance?
1 point
97)  The IT service catalog contains a
1 point
72)  Moral principles that guide your actions are
1 point
94)  Computer based training (CBT) designed to prepare participants for certification exams is the
1 point
67)  Multi-tasking is commonly mistaken for another process, where a customer service representative does something like listen to music while researching a problem. This is known as:
1 point
89)  The best reason for documenting resolutions is that it:
1 point
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Your answer
53)  How does streaming media handle slow connections or periods of latency?
1 point
52)  Connecting to the Internet via an ISP requires two things: hardware and
1 point
75)  ______ is a summary of the aims of Problem Management within that organization and high level processes to achieve those aims.
1 point
100)  Companies success depends upon keeping up-to-date with customer needs by using the
1 point
81)  ITIL is the acronym for what ITSM standard?
1 point
91)  Service Level Agreement contracts commonly include which one of the following?
1 point
60)  Companies have security policies to protect all of the following except
1 point
90)  Help desk metrics are used to record:
1 point
87)  Generally the most important issues are given what severity level?
1 point
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