©THEBRIGHT 2024/2025 ALL RIGHTS RESERVED.
Chapter 1 Review Exam Questions And
Answers 100% Guaranteed Pass.
Why is there a tremendous need for technical support? - Answer✔Technology is pervasive and it
is being used by people of all ages, backgrounds, and skill levels at work, at school, and at home.
What is a service desk? - Answer✔A single point of contact within a company for managing
customer incidents and service requests.
What influences customers' level of satisfaction and how they perceive a company and its
products? - Answer✔How they are treated at the first point of contact.
Technical support services are the same as customer support services. True or False? Explain
your answer. - Answer✔False. Technical support refers to the wide range of services that enable
people and companies to continuously use the computing technology they acquired or developed
and includes a set of services known as customer support. Customer support involves helping a
customer understand and benefit from a product's capabilities by answering questions, solving
problems, and providing training.
How are service desks and help desks the same? How are they different? - Answer✔(a) They are
both customer service and support organizations and they both handle incidents.
(b) A service desk has a broader scope of responsibilities than a help desk. For example, it serves
as the single point of contact for customers and it handles service requests in addition to
incidents.
What is the relationship between ITIL and IT service management? - Answer✔ITIL is a set of
best practices for IT service management.
What is the incident? - Answer✔An unplanned interruption to an IT service or a reduction in the
quality of an IT service.
Provide examples of an incident, a problem, and a service request. - Answer✔Incident - a broken
device (e.g., a device that broke through misuse or overuse).
Problem - a hardware defect (e.g., a defect caused during the manufacturing process).
Service request - a request to install and standard software package.
What are the goals of a multi-level support model? - Answer✔Resolve as many incidents as
possible at level one. Make the most efficient use of level two and level three resources.
1|Page
Chapter 1 Review Exam Questions And
Answers 100% Guaranteed Pass.
Why is there a tremendous need for technical support? - Answer✔Technology is pervasive and it
is being used by people of all ages, backgrounds, and skill levels at work, at school, and at home.
What is a service desk? - Answer✔A single point of contact within a company for managing
customer incidents and service requests.
What influences customers' level of satisfaction and how they perceive a company and its
products? - Answer✔How they are treated at the first point of contact.
Technical support services are the same as customer support services. True or False? Explain
your answer. - Answer✔False. Technical support refers to the wide range of services that enable
people and companies to continuously use the computing technology they acquired or developed
and includes a set of services known as customer support. Customer support involves helping a
customer understand and benefit from a product's capabilities by answering questions, solving
problems, and providing training.
How are service desks and help desks the same? How are they different? - Answer✔(a) They are
both customer service and support organizations and they both handle incidents.
(b) A service desk has a broader scope of responsibilities than a help desk. For example, it serves
as the single point of contact for customers and it handles service requests in addition to
incidents.
What is the relationship between ITIL and IT service management? - Answer✔ITIL is a set of
best practices for IT service management.
What is the incident? - Answer✔An unplanned interruption to an IT service or a reduction in the
quality of an IT service.
Provide examples of an incident, a problem, and a service request. - Answer✔Incident - a broken
device (e.g., a device that broke through misuse or overuse).
Problem - a hardware defect (e.g., a defect caused during the manufacturing process).
Service request - a request to install and standard software package.
What are the goals of a multi-level support model? - Answer✔Resolve as many incidents as
possible at level one. Make the most efficient use of level two and level three resources.
1|Page
