Exam 6: The Information Component: Service Desk Performance Measures

Since management is familiar with the overall mission and direction of the service desk, they are really the only ones who should be involved in the goal and metric-setting process.

Data, such as a customer's name, address, or location is called ____ data.

Which is true?

When a service desk is moving from a reactive state to a proactive one ____.

It is important to measure individual service desk analyst performance because every analyst influences the team's ability to achieve its goals and expected service levels.

Service desks are either proactive or reactive; there is no middle ground.

When surveying customers about a particular incident, It doesn't really matter when the survey is conducted; any information at any time is valuable.

Service desks that don't have formal SLAs are unable to use performance metrics.

A measure of the time and effort required to deliver services in relation to their cost is called ____.

The most important goal for an entire company is ____.

Not having formally defined processes results in service desk analysts not having clear roles and responsibilities.

One of the keys to a successful monitoring program is a checklist given to analysts that describes the specific criteria that management will use to measure call quality.

How well services meet customer expectations is called ____.

A database is a collection of related fields.

The more clearly companies define how performance is measured, the more successfully the company, departments, and the service desk analysts can meet their goals and customers' expectations.

What is one benefit of organizations such as the Help Desk Institute, the Technology Services Industry association, and supportindustry.com?

Since service desks perform different functions and support different industries, there are not common categories for data captured.

____ occurs when a supervisor or team leader listens to a live or recorded call in order to measure the quality of an analyst's performance during the call.

Completion -A(n) _______ is a location in a database that stores a particular piece of data.

When maintaining customer records, it is best practice to maintain all data in a single CMDB, accessible by all who are authorized.