Give four examples of common help desk performance measures.
What will be an ideal response?
Any four of the following:
Average time to respond to incidents (sometimes called wait time)
Percentage of incidents that were abandoned (user hung up or gave up before the support staff responded); also called abandonment rate
Average resolution time for incidents that require problem solving
Percentage of problems that could not be resolved
Percentage of closed incidents that had to be reopened
Number of incidents currently in an unresolved status (perhaps counted for each priority code)
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A loop for which the number of iterations is predetermined is known as what type of loop?
A. indefinite B. infinite C. counted D. definite
What penetration model should a company use if they only want to allow the penetration tester(s) partial or incomplete information regarding their network system?
A. gray box B. white box C. black box D. red box