What Are Problem Management
Incident Management
Configuration Management
NOT PERSONNEL
100
This kind of question gives an applicant for a help desk position a specific problem to solve that is representative of actually situations.
What is A Scenario Question
100
During the 80s incompatible computer products resulted in these issues.
What are Excessive Spare Parts
Lack of transferable employee skills
Increased Support Costs
100
This needs assessment tool breaks a proceedure into input, processing and output steps.
What is An I-P-O chart
100
A Single point of support contact for an organizations technology users.
What is a Help Desk
200
The Primary Purpose of Help Desk Performance Statistics
What is to justify the value and expense associated with support services.
200
A financial plan that tranlated mission statment goals into a strategy.
What is A Support Budget
200
These items should be in an organizations Acceptable Use Statement.
What are Permitted Computer Uses
Unauthorized Computer Uses
Illegal Computer Uses
Penalties for unauthorized and illegal use
200
True or False: An organizatoin that doesn't have a list of standard products often finds tech costs are higher than they need to be.
What is True
200
ACD
What is Automated Call Distributor
300
Which level of support is likely to be the most responsive to a users needs.
What is Premium Support
300
The two Major categories in a user support expense budget.
What are Personnel and Facilities
300
RFP
What is Request For Proposal
300
During which phase of Special Project Management would you ask "how adding resources affect the completion date"
What is The Monitoring Phase
300
What decision strategy have you used if you select Microsoft Office for general office productivity?
What is Industry Standard Products
400
This incident management step tranfers the issue to a member with greater experience or resources.
What is Escalation
400
A Measure of the number of support incidents that can be handled in a given time period.
What is an Erlang Unit
400
A Collection of Best Practices in the user support industry.
What is ITIL
400
Which scheduling tool allows you to ask what if questions about change in resources?
What is A Gantt Chart
400
A support analyst must do this first before they can consider alternatives to existing technology.
What is understand how the existing technology works and what users like and dislike about it.
500
One trend that will most likely change the way users access data.
What is Cloud Computing
500
Explain a Vendor Specific Certification
What is Certification of knowledge and skills in a specialized product.
500
An electronic magazine
What is an E-Zine
500
In which phase of managing a special project would you state "if the staff and budget resources are available the extimated completion date is the first of next month."
What is The Planning Phase
500
__________considers how new technology must interact with existing technology and procedures.