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When considering VoIP (Voice over Internet Protocol) systems, which is true?


A) Because of the complexity and expense of VoIP systems, most companies are upgrading or replacing their existing telephone systems when they become obsolete rather than using VoIP.
B) Companies using traditional telephone systems need to invest in significant upgrades to their data network in order to support VoIP traffic and guarantee call quality and network reliability.
C) Since VoIP systems transmit voice communications differently than e-mail and instant messaging systems, organizations must decide which method of transferal will be most beneficial to them.
D) Benefits of VoIP include enabling of screen pops, the ability to link local service desks and analysts working at home, increased agent mobility, and reduced telephone company fees.

E) A) and C)
F) None of the above

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Completion -A(n) _______ greets callers when all service desk analysts are busy and can provide valuable information when customers are asked to wait on hold.

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If a medium-sized service desk wants a system with enhanced trouble ticketing and management reporting capability, the ability to log "quick tickets," support for change management and configuration management processes in a limited manner, and automated escalation and notification capabilities, a(n) ____ is probably the best solution.


A) homegrown incident management system
B) commercially developed incident management system
C) integrated ITSM solution
D) enterprise solution

E) A) and D)
F) All of the above

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Homegrown incident tracking systems ____.


A) typically benefit large service desks who support a lot of products as they can be customized by programmers who already work for the company
B) tend to be well-documented and easily enhanced, as the programmers work in-house and have a vested interest in having a good, easily updatable system
C) tend to be cheaper and easier to install than commercial incident management systems or enterprise solutions
D) tend to support only the incident management process and offer basic trouble ticketing and reporting capability

E) A) and B)
F) All of the above

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The first step in selecting and implementing any technology for a support organization is to ____.


A) define the requirements
B) identify candidate vendors
C) determine the budget available
D) define the goals

E) B) and D)
F) A) and C)

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____ is a service provided by a long distance service provider that delivers the telephone number of the person calling.


A) ANI
B) Caller ID
C) DNIS
D) IID

E) A) and B)
F) B) and C)

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On an automatic call distributor (ACD) , a(n) ____ state means the analyst is ready to take calls.


A) ready
B) set
C) available
D) on line

E) A) and B)
F) B) and C)

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Completion -Knowledge management systems support the DIKW hierarchy. The "D" in this hierarchy stands for _______.

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Which would be a high-level requirement when selecting an incident management system?


A) operating system requirements
B) customization requirements
C) security requirements
D) usability requirements

E) C) and D)
F) A) and D)

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If an organization wants an ITIL-compatible tool to manage their incident, problem, request, and change management processes, integrate with network and systems management tools, asset management tools, and sophisticated knowledge management systems, a commercially developed incident management system is a good choice.

A) True
B) False

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Completion -_______ systems enable a company to monitor calls and evaluate analyst performance or tape calls for security purposes.

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For service desks that use e-mail as their primary communication channel with customers, e-mail management systems enable them to efficiently manage high-volume chat, e-mail, and Web form messages.

A) True
B) False

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____ is a searching technique that uses everyday language to ask users questions and interpret their answers.


A) Case-based reasoning
B) Decision trees
C) Fuzzy logic
D) Keyword searching

E) A) and B)
F) None of the above

Correct Answer

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Which is true about voice mail?


A) Voice mail technology is typically used by itself and not combined with other technologies.
B) Service desks typically use voice mail during the day and answering services at night.
C) The best companies set and manage voice mail response times and promptly return all customer calls.
D) Most customers prefer to leave a voice mail than to wait for an analyst to be available.

E) B) and D)
F) A) and B)

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Companies tend to change their incident management systems periodically because they outgrow them or because new technology becomes available.

A) True
B) False

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Search-retrieval techniques are complemented by interactive storage methods, such as hypertext retrieval; hypertext stores information in a graphical form.

A) True
B) False

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When a customer calls a service desk, and the customer's address and phone number automatically appear on the service desk analyst's monitor, this is an example of ____.


A) a screen pop
B) simultaneous screen transfer
C) knowledge base lookup
D) skills-based routing

E) None of the above
F) B) and D)

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Which is true about incident management systems?


A) When using an incident management system, a best practice is to close the incident as soon as the support analyst thinks he/she has resolved the issue.
B) Most organizations allow analysts to keep a log of all e-mails, while requiring analysts to log all phone calls into an incident management system.
C) Ideally, one should integrate incident management systems with the information or systems used to manage Service Level Agreements, such as target response and resolution times
D) Most incident management systems require that analysts manually track the status of incidents from start to finish.

E) B) and D)
F) C) and D)

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Decision trees work well for entry level analysts and for service desk customers because they can walk through a methodical approach to solving incidents.

A) True
B) False

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When implementing tools and technology ____.


A) it is better to implement technology as a one-time cost so that the service desk doesn't exceed its budget and have to ask for a variance
B) organizations should strive to implement the most sophisticated technology that their budgets will allow so customers will be more productive
C) it is more important to get the technology installed properly than to define the roles of the people who will be using it
D) ongoing maintenance activities, such as installing upgrades and additional memory, and training must be performed in a timely fashion

E) None of the above
F) A) and B)

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