Case Projects #1
Way Cool INC.
Topic: Cutting support for new virtual reality game.
There are pros and cons to the new software is that the game is perceived as easy and will
not need support. What if, we push out an upgrade or patches
Chapter 9 Review
1. How do self-management skills benefit people in a service desk setting?
3. What are the symptoms of too little stress?
Too little stress may be a result of choosing to go through life without goals or being unwillin
Chapter 8 Review
1. What is a team?
A group of people organized to work together toward the achievement of a goal.
3. What are the reasons technical support lends itself to a team?
The sheer number of available products
Chapter 7 Review
1. List two reasons that business skills are useful and increasingly required.
The business world is extremely competitive
People who have a mix of skill including business, technical, soft and self-management
Chapter 6 Review
1. T or F Solving an incident involves determining its root cause.
True. If the root cause is eliminated or corrected, it would prevent the problem from existing or
3. Explain the relationship that exists be
Chapter 8 Hands-on Project 5
Discuss team player styles
How does a team benefit by having a person who exhibits this team player style?
Challenger: services as the teams devils advocate and often questions the teams goals
Stress a Definition
The most commonly accepted definition of stress (mainly
attributed to Richard S Lazarus) is that stress is a condition
or feeling experienced when a person perceives that
"demands exceed the personal and social resour
Chapter 9 Case Project 3
Carpal Tunnel Syndrome Prevention
What is carpal tunnel syndrome?
The carpal tunnel is the passageway in the wrist and is made up of the arching carpal bones
(eight bones in the wrist) and the ligament connecti
Fear of giving presentations is a common phenomenon. It is no reflection of
ability. Even the ablest of students can feel overawed by the task of
presenting their findings to their peers. It can feel terrifying to be in the
Research Article 4
New iPad: A Million More Pixels Than HDTV
Apples new iPad is the talk of the month of March, the third-generation wonder tablet
called the iPad is now on sell for the same price. The fact that Apple can no longer cla
Pernelle D. Tyler
1. Tracert B
Pernelle D. Tyler
IST150 Networking I
Activity 1-2 (Defining Network Terminology)
1. A network computer that shares resources with and responds to requests from other
computers is known as a:
2. A network computer tha
Pernelle D. Tyler
IST150 Networking I
Activity 3-4 (Identifying Components of Packet Addressing and Delivery)
1. Select the example of a MAC address.
2. Select the example of a network address (also called an Ipv4 address).
Chapter 8 Case Project 1
Dont ask your team to do things that you yourself would not do
Dont not talk down to you team members
Make sure that everyone feels welcome and comfortable in the group
Handle any disagreements or discussio
Minimizing Stress and Avoiding
A Guide to Customer Service Skills for
the Service Desk Professional
In this chapter you will learn:
The causes of stress
Effective coping skills to reduce the negative
IST 102 Tuesday 6, 2012
Why is there a tremendous need for technical support?
Includes services that help a customer understand and benefit from a products
capabilities by answering questions, solving problems, and providing traini
July 26, 2012
Chapter 2 Review
1. What is the most important skill a support person possess?
3. Explain the difference between active and passive listening.
An active listener will bounce off of what you say, while a passi
Chapter 3 Case #2
Shoe String Budget
I picked these titles because of the good content and relevant information. Some of the
reviews state; This book is ideally suited to those looking for guidance on the concepts
and skills required f
Explain an analysts absence in a positive way.
a) I dont know where Jim is. Ill have him call you when he gets back.
He is not at his desk as of now, may I take a message?
b) I think she has gone to the restroom. Can I have
Chapter 3 Review
2. Why is it important that calls are handled consistently?
To build trust, and teaches what the customer can expect.
4. Describe the benefits of VoIP in a service desk setting.
VOIP transmits voice communications in th
Chapter 4 Review Questions
2. What role do technologies such as the telephone, IM, and chat play in
delivering support? Provides immediacy and the ability to interact with a human
4. What role does the Web play in delivering sup
Chapter 5 Review Questions
1. T or F You can control your customers behavior. F
3. Why is it important to avoid the temptation to make sweeping negative statements about your
customers? Pessimistic generalizations can cause you to lose
Chapter 6 Hands-on 2
Learn about the benefits of the ITIL incident and problem management processes.
Information Technology Infrastructure Library (ITIL) is
a set of guidance developed by the United Kingdoms Office Of
Chapter 7 Hands-on 2
Learn about the language of business.
The Website I visited is Apple.com, which is a technology company that focuses on
computers and mobile phones as we as the industry leading iPad. Apple is a for-profit company
Chapter 7 Hands-on 6
Identify presentation tips and techniques
I am afraid to talk in front of crowds
I cant remember the information
I am not good at making at presentation