Chapter 8: Customer Support as a
Profession Exam Questions & Answers
(Grade A+)
____ contributes to a successful service desk career. -
correct answer ✅Continuously leveraging your experiences
As members of the support industry, analysts must ____. -
correct answer ✅be aware of service desk industry trends and
objectively evaluate how the trends affect their skills
When Web support sites are well-designed ____. -
correct answer ✅the Web-based contacts cost less than contacts
involving analysts
____ support is an effective way to manage customer expectations,
as the service desk can charge a higher rate for premium or value-
added services. -
correct answer ✅Fee-based
Which is true about outsourcing? -
correct answer ✅Due to the desire to outsource, there has been
an increase in the number of companies that offer service desk
outsourcing services.
, Chapter 8: Customer Support as a
Profession Exam Questions & Answers
(Grade A+)
____ certifications include Foundation, Intermediate, Expert, and
Master, and they enable individuals to contribute to efforts to
improve the quality of IT services and IT service management
processes. -
correct answer ✅ITIL
All PMI certifications are based on ____. -
correct answer ✅PMBOK
The CompTIA A+ Essentials certification ensures that an individual
____. -
correct answer ✅understands computer technology, networking
and security, and has the communication skills and professionalism
required of all entry-level IT professionals
When applying for a service desk position ____. -
correct answer ✅English or communications degrees or technical
writing skills are valuable
Which is true about the career paths available to service desk
analysts? -
correct answer ✅When service desk analysts move into
Profession Exam Questions & Answers
(Grade A+)
____ contributes to a successful service desk career. -
correct answer ✅Continuously leveraging your experiences
As members of the support industry, analysts must ____. -
correct answer ✅be aware of service desk industry trends and
objectively evaluate how the trends affect their skills
When Web support sites are well-designed ____. -
correct answer ✅the Web-based contacts cost less than contacts
involving analysts
____ support is an effective way to manage customer expectations,
as the service desk can charge a higher rate for premium or value-
added services. -
correct answer ✅Fee-based
Which is true about outsourcing? -
correct answer ✅Due to the desire to outsource, there has been
an increase in the number of companies that offer service desk
outsourcing services.
, Chapter 8: Customer Support as a
Profession Exam Questions & Answers
(Grade A+)
____ certifications include Foundation, Intermediate, Expert, and
Master, and they enable individuals to contribute to efforts to
improve the quality of IT services and IT service management
processes. -
correct answer ✅ITIL
All PMI certifications are based on ____. -
correct answer ✅PMBOK
The CompTIA A+ Essentials certification ensures that an individual
____. -
correct answer ✅understands computer technology, networking
and security, and has the communication skills and professionalism
required of all entry-level IT professionals
When applying for a service desk position ____. -
correct answer ✅English or communications degrees or technical
writing skills are valuable
Which is true about the career paths available to service desk
analysts? -
correct answer ✅When service desk analysts move into
