What is the definition of "fail point"?
What will be an ideal response?
A point where there is significant risk of things going wrong and diminishing service quality.
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Which of the following frauds is usually the most expensive?
a. Vendor fraud b. Customer fraud c. Occupational fraud d. Financial statement fraud
When service desk analysts are working with customers, they should ____.
A. discourage and report inappropriate and wasteful use of computing resources such as use of harassing e-mails and printing large unnecessary reports B. use technical jargon to ensure there is no confusion in what they are saying and to enable customers to learn more about the technology they use C. defer to the security group for communication of security practices such as changing passwords, not sharing user IDs, etc. D. ensure that, if another service desk analyst has made a mistake, that the customers know who made the mistake and when
Which of the following is NOT an advantage of the deductive sequence approach for a good-news message?
a. The first sentence receives attention since it is in an emphatic position. b. The good news in the first sentence puts receivers in a good frame of mind. c. The organization is persuasive and calls for action. d. The receiver can understand the important idea and move quickly through the supporting details.
Describe series interviews