Test Bank For A Guide To Service Desk Concepts 4th Edition By Donna Knapp
TRUE/FALSE
1. There is not currently much of a career opportunity in the field of customer service and technical support.
ANS: F PTS: 1 REF: 3
2. Above all, service desk employees must understand that the service desk is first and foremost a customer service organization that contributes to a company’s bottom line by delivering services that meet the needs of its users.
ANS: T PTS: 1 REF: 3
3. Technical support refers to the service desk’s ability to resolve incidents at the service desk without escalation to another level of support.
ANS: F PTS: 1 REF: 3
4. As technical support evolved, companies learned that they had to support not only technology, but also the users of that technology.
ANS: T PTS: 1 REF: 4
5. Since developers are usually the best technical resources, they should be on the front line and interact directly with the customers.
ANS: F PTS: 1 REF: 5
6. The quality movement, a business trend that began in the late 1970s, introduced the concept that a customer can be either internal or external to the company.
ANS: T PTS: 1 REF: 5-6
7. IT service management (ITSM) is a discipline for managing IT services that focuses on the quality of those services and the relationship that the IT service provider has with its customers.
ANS: T PTS: 1 REF: 7
8. Anywhere computing involves delivering hosted services over the Internet.
ANS: F PTS: 1 REF: 10
