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A Guide of Service Desk

In: Business and Management

Submitted By jonathan728
Words 6553
Pages 27
Answers to Review Questions
Chapter 1
1. An increasing dependence on computing technology and the complexity of computing technology. 2. A single point of contact within a company for managing customer incidents and service requests. 3. To enable people and businesses to continuously use the computing technology they acquired or developed. 4. Technical support was considered a necessary evil that disrupted the development of new products and systems. 5. (1) Developers missed deadlines because they were being diverted to technical support calls, leaving little time for their primary job of programming. (2) Information was not being captured, so developers had to discover the same solution again and again. (3) Recurring problems were neither identified nor resolved. (4) Technology users, who expected quick and accurate solutions to their problems and requests, were extremely dissatisfied when their demands were not met. 6. Vendors began offering discounts to customers who “screened” calls internally before calling the vendor. 7. A customer can be either internal or external to a company. 8. Customer support involves helping the customer understand and benefit from a product's capabilities, not just installing and fixing the technology. 9. (1) The rapid commercialization of the Internet. (2) Increasingly more affordable and portable computing technology. 10. company size, company goals, and customer expectations


11. Formal support enables a company to maximize its technical resources and ensure that the people providing support services have the required skills. 12. peer-to-peer support 13. Because of its constant interaction with the company’s customers and employees. 14. A world class company is considered excellent by its customers when compared to other companies, regardless of what industry they are in. A best-in-class company is the finest in its…...

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