Chapter 7

Multiple Choice
Identify the choice that best completes the statement or answers the question.
____

1. Which is true?
a. Large service desks are typically highc. Because of the structure of a service desk,
energy and high-activity places, while
analysts do not have to be organized to
small service desk typically are not.
thrive.
b. If a company does not provide the optimal d. Analysts must take it upon themselves to
working environment, it is very hard for
adopt behaviors to increase their comfort
analysts to arrange their personal
and productivity.
workspaces for optimal comfort.

____

2. Which influences the service desks location?

a. the need for security
c. the nature of problem solving analysts do
b. technical sophistication
d. the cost of operating the service desk

____

3. Which influences the service desks physical layout?

a. the need for security
c. the nature of problem solving analysts do
b. the companys commitment to the welld. the cost of operating the service desk
being of its staff

____

4. Which type of service desk is most likely to be located near the sales group?
a. a centralized service desk
c. an internal sales desk
b. an external sales desk
d. a virtual sales desk

____

5. Which is true when choosing a location for a service desk?

a. Typically, service desks are not located
c. In an internal service desk setting, it is not
near level two and level three support
wise to locate the service desk near the
groups, as the service desk analysts will
customers as the customers will not follow
not learn to solve incidents on their own
proper procedures for contacting the
and will distract the level two and level
service desk, and they will hinder the
three groups.
service desks ability to resolve issues.
b. It is accepted best practice to locate a
d. Service desks may be located near a
service desk near level three support
training department to recognize the need
groups, but it is not a best practice to locate
for ongoing education or in an area where
a service desk near a level two group.
operations can continue in the event of an
Service desks need to learn to be
emergency.
independent.

____

6. Service desks that enable analysts to interact more freely with level two and level three support groups are
said to be ____.
a. state of the art
c. accessible
b. following best practices
d. organized

____

7. Which is true regarding walk-in service at the service desk.

a. To make walk-in service more efficient and c. If service desks offer service to walk-in
effective, many service desks set up a
customers, the customers are usually
counter to handle these contacts.
helped in order of the priority of their
incident or request.
b. Walk-in service to a service desk is very d. It is not best practice for service desks to

effective, as customers may choose any

analyst who is not currently working with a
customer when the customer walks in.

offer walk-in service, as the cost per

contact is too high, and it distracts analysts
from answering the phones.

____

8. Which is true?
a. Service desk analysts are more productive c. Sometimes the physical layout of a service
in a dimly lit work area, as the levels of
desk might be a result of how the service
stress decrease.
desk was formed, as some may have grown
from small service desks, while others may
be the result of mergers.
b. A 2012 wellness study found that only 25% d. While well-designed service desks are
of responding customer service
important for employee morale, design
representatives work in organizations that
doesnt really enhance the service desks
have a formal wellness initiative in place.
productivity or improve communication.

____

9. The ability to exercise, exposure to natural light, and access to clean air all contribute to ____.
a. wellness
c. accessibility
b. good mental health
d. good physical health

____ 10. Which is usually true of small service desks?

a. The analysts typically sit in cubicles.
c. Noise among analysts is of great concern.
b. The service desk supervisor does not reside d. They must accommodate the needs of
near the service desk.
service desk management and other
supporting groups.
____ 11. Which is typically true about medium service desks?
a. They use the same type of layout as small c. The service desk manager resides in the
service desks, as they usually start as small
service desk area and handles incidents and
service desks.
services requests just as the analysts do.
b. They are not usually large enough to justify d. They often benefit from common areas,
the expense of communication tools such
such as a lab or meeting area for meetings,
as whiteboards, reader boards, or network
training, or testing.
monitors.
____ 12. Which is true of planned large service desks?
a. They are typically arranged in separate
c.
groups around the building, with each
group focusing on a specific type of
customer.
b. The cubicle walls between analysts are
d.
typically high to reduce noise and allow the
analysts to concentrate.

They typically have notification systems,

such as electronic reader boards, white
boards, and network monitors in prominent
locations.
The service desk manager usually resides
in the service desk and takes calls,
especially during an emergency.

____ 13. What is the importance of NIOSH and OSHA in the service desk environment?
a. They conduct research on work
c. They provide solutions such as electronic
environments and provide
white boards, instant messaging systems
recommendations relating to areas such as
and remote control software that enable
preventing work-related illnesses and
service desk analysts to communicate
injuries and creating safe and comfortable
among themselves and with customers.
work spaces.
b. They assist organizations in ensuring that d. They manufacture furniture and other
the technology they use is used as
office-related items and are the leader in

efficiently and as effectively as possible.

They assist organizations in integrating
existing technology with new technology.

ensuring that their products meet all

federal, state, and local guidelines for
products that are safe in the workplace.

____ 14. ____ is most likely to cause a repetitive stress injury.

a. Too much typing
c. Long hours on the service desk
b. Too many major incidents
d. Having to repeatedly escalate calls to level
2 analysts
____ 15. Which is true about service desk analysts well being?
a. Computer vision syndrome can result from c. Unfortunately, since most ergonomic
staring at a computer monitor for a
problems require high-cost adjustments to
prolonged period of time.
the analysts personal workspace,
companies do not address ergonomic
issues.
b. Wrist syndrome is an ailment prevalent
d. Tunnel syndrome affects service desk
with service desk analysts and is linked to
analysts who are located in dimly lit rooms
repetitious hand movements, such as
without windows or rooms with artificial
typing and working with a mouse.
light.
____ 16. Which is true about an analysts chair?
a. Analysts should sit with a little curve in
their backs so they are comfortable.
b. Analysts should sit with a little space
between their backs and their chairs.

c. Analysts should sit with their backs erect,

slightly forward, and firm against the
backrest.
d. Analysts may use a lumbar pillow or a
rolled-up towel to further support their
backs.

____ 17. Which is the best position for a monitor?

a. Directly in front of the analyst and slightly c. At least 20 inches away from the analysts
above eye level.
eyes but slightly above eye level.
b. At least 12 inches away from the analysts d. At least 20 inches away from the analyst
eyes.
and directly in front of the analyst.
____ 18. When the keyboard and mouse are placed/used correctly, which is true?
a. Elbows should be away from the body so c. The mouse should be gripped gently to
that the back and shoulders do not become
lessen the likelihood of fatigue and injury.
tired.
b. Wrists are bent at a 20 degree angle and
d. Adjusting the monitor has no effect on the
should be flexed regularly to keep them
adjustment of the mouse and keyboard.
stretched and loose.
____ 19. Which can help reduce carpal tunnel syndrome?
a. A widescreen monitor.
c. A comfortable headset.
b. Proper light in the analysts workspace.
d. A wrist rest.
____ 20. When adjusting components of an analysts workspace, which is true?
a. Whenever analysts adjust their chairs, they c. Analysts should always adjust their
will most likely need to readjust their
monitor first; then they should adjust their
monitor, keyboard and mouse.
chair, keyboard, and mouse.
b. Whenever analysts adjust their chairs, they d. Readjusting an analysts chair has no effect
will need to adjust their monitor, not their
on the placement of his or her monitor,
keyboard or mouse.
keyboard or mouse.

____ 21. Which is true about headsets?

a. Service desk best practices state that
c.
headsets that cover both ears enable
analysts to be most effective.
b. Since headsets are light, it is okay to use d.
one that encourages you to tilt or hang your
head.
____ 22. Which is true about telephones on a service desk?
a. If an analyst chooses to use a traditional c.
telephone, it should be placed at a 45
degree angle on the side of the analyst.
b. The type and style of the telephone is just d.
as important as its location on an analysts
desk.

Wireless headsets are not as effective on

service desks as once thought, as calls are
often dropped.
Headsets relieve stress and tension by
freeing analysts hands for typing.

Telephones place analysts at risk of

acoustic shock, so analysts should strive to
use wireless headsets.
Analysts who have to stretch or turn
around to answer the telephone are at risk
for a repetitive stress injury.

____ 23. According to NIOSH, exposure to sound averaging ____ decibels for more than eight hours a day presents a
risk of hearing loss.
a. 20
c. 60
b. 50
d. 85
____ 24. ____ can be used to spotlight desk areas and can also be used to reduce the high contrast of light and glare
areas that occur in a workspace.
a. Spot lighting
c. Desk lighting
b. Pinpoint lighting
d. Task lighting
____ 25. When using a task light which is correct?
a. Position the light towards the computer
screen to prevent glare.
b. Position the light above eye level to
prevent shadows.

c. When working with documents, use two

task lights, one from each side.
d. Place the task light where it can be easily
adjusted by hand.

____ 26. Which is an important factor to consider when selecting lighting for a service desk?
a. The longer days of summer and more hours c. Since fluorescent light bulbs emit light in a
of sunlight can trigger Seasonal Affective
balanced spectrum, they are better for
Disorder, especially in service desk
service desk lighting than regular light
analysts who spend long hours indoors.
bulbs.
b. People with more advanced cases of
d. Unfortunately, service desks dont have
Seasonal Affective Disorder can benefit
much control over their lighting; they are
from exposure to bright, artificial light.
subject to whatever kind of lighting is in
the rest of the building.
____ 27. Which is true about beginning of day (BOD) and end of day (EOD) procedures?
a. They should be conducted only if you
c. The policies of the service desk determine
anticipate having or have had a stressful
what is included in these procedures.
day.
b. A BOD is the first task that should be
d. The BOD and EOD must be completed by
performed after an analysts logs onto the
one or more of the service desk analysts
ACD.
prior to and after each day.
____ 28. When creating To Do lists and handling tasks, which is true?
a. To Do lists should be prioritized weekly, c. Analysts should always strive to complete

or when a tasks priority changes.

tasks as soon as possible, as this will help
Questions about priorities should be
make an analyst eligible for a promotion.
referred to management.
b. There should be more A priority tasks d. Analysts shouldnt simply complete tasks
than B, C, or D tasks on a To Do list, or
because they are asked to; the requestor
the priorities havent been correctly
may not know that another person is
assigned by the person assigning the task.
already working on the task.
____ 29. Which may be a reason for a task to have a lower priority?
a. The deadline is today.
c. Failure to complete this task will cause
someone else to miss a critical deadline.
b. The task has been assigned by a co-worker d. Somebody else is already handling this
rather than a customer.
task.
____ 30. Which is true?
a. The danger with lists is that they can
c.
become too complex and are then difficult
to maintain and become counterproductive.
b. Since customers are supposed to call the d.
Service Desk for support, it is not
important for analysts to set up Out of
Office messages on their personal lines
when they are gone.

What Coworkers Need to Know lists are

beneficial, as they keep analysts focused on
upcoming training sessions.
A What I Need to Know list is a list of
all the things an analyst must memorize, as
that information is used on a daily basis.

____ 31. Most people have about ____ hours each day during which they are most productive.
a. 2
c. 8
b. 4
d. 10
____ 32. Which is recommended when logging calls?
a. Log important calls immediately but wait c. When logging calls, it is appropriate to
until a quiet time to log less important
place the customer on hold to assist another
calls.
analyst with a low priority task.
b. Log calls at the end of the day when it is d. Log calls as they come in so that other
quiet, and you have more information
analysts and customers can get ticket status
about the call.
online and not waste time.
____ 33. Which is recommended for an analyst faced with a large task?
a. Break large tasks into smaller, more
c. Complete the task all at once, so
manageable ones and try to complete the
distractions are minimal, and the analyst
task a little bit at a time.
doesnt lose his train of thought.
b. Try to get the task reassigned to another
d. Ask your manager to assign someone else
analyst who has more time or more of the
to help with the task, so both analysts can
required expertise.
learn from each other.

Chapter 7
Answer Section
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