What is the purpose of an IT support center?

• To manage company finances

• To provide technical support to users

• To handle customer complaints

• To conduct employee training

Which of the following is NOT a task typically performed by an IT support center?

• Configuring a computer

• Running applications

• Generating revenue for a company

• Accessing network resources

What is a help desk considered as in a company?

• A profit center

• A cost center

• A revenue stream

• A customer service department

What does a profit center do?

• Generates additional costs for a company

• Provides technical support to users

• Generates revenue for a company

• Handles external customer support

What is a characteristic of a cost center?

• It includes departments like sales and marketing

• It generates revenue through direct sales

• It brings in direct revenue

• It generates additional costs without bringing in any direct revenue

What is an incident in the context of IT service management?

• A) A planned interruption to an IT service

• B) An unplanned interruption or a reduction in the quality of an IT service

• C) A routine maintenance of IT services

• D) A successful increase in the availability of a service

What does Incident Management include?

• A) Only the processes used to prevent incidents

• B) The recovery solutions after an incident has occurred

• C) All processes and procedures used to deal with incidents

• D) Only the tools that perform event monitoring and reporting

Who might report incidents?

• A) Only users of the IT service

• B) Only help desk technicians

• C) Only automated tools

• D) Users, technical staff, or automated tools

What are the two categories of skillsets often required by successful help desk technicians?

• Technical skills and interpersonal skills

• Hard skills and soft skills

• Analytical skills and communication skills

• Programming skills and customer service skills

What do hard skills refer to in the context of a help desk professional?

• The ability to communicate effectively with others

• Specific, measurable skills such as configuring and troubleshooting systems

• Skills that can get you an interview

• The ability to make judgments about the entire organization