In the 1970s, as companies focused on providing technical support, they realized the need to distinguish between ____.

Skills people need that are unique to the profession they support, such as accounting skills or banking skills, are referred to as ____ skills.

Today’s environment, where people have access to their information and computing systems from public shared access points, is called anywhere computing.  

Who would be best suited to receive and log contacts, answer questions, and resolve incidents and service requests when possible?

Which is true of early technical support efforts?

Good stress management skills will enable a service desk analyst to eliminate all stress.

The process of negotiating and managing customer expectations is called ____.

The term “help desk” was coined by ____.

A user not calling the service desk and instead asking his coworker for help is known as ____ support

In the 1970s, vendors tried to encourage customers to “screen” problem calls before calling the vendor in order to ____.