Exam 6: The Information Component: Service Desk Performance Measures

Items such as incident type, channel used to submit the incident, and incident category (hardware, software, etc.) are examples of ____ data.

Which is true about overall satisfaction surveys?

It is considered best practice to have the service desk handle service requests as part of the incident management process. This enables the service desk to accurately measure how effective their handling of service requests is.

Team performance metrics show not only that the service desk is working hard, but they show that the service desk is meeting its business goals and its customers' expectations.

Cost per contact typically ____ when contacts are escalated to more highly specialized resources.

Since benchmarking services are relatively cheap, it is a popular method of assessing service desk performance.

Since most service desks benefit from capturing the same metrics, best practice states that there is a standard amount of data that should be captured.

Completion -_______ data include the fields required to track service level compliance and perform trend analysis.

Service desks that recognize information as a resource and try to prevent incidents and prepare for the future are known as ____ service desks.

In most companies, the status of an incident is set to ____ when a level one or two analyst delivers a solution.

Completion -_______ service desks are often so understaffed and overwhelmed with their responsibilities that they simply respond to events that occur each day.

____ is the average number of minutes from when a caller is placed in the queue by an ACD until a live analyst gets on the line.

One of the advantages of assigning an unique identifier to each incident record is that it can be used to link it to CI records in a CMDB, problem records or knowledge base articles.

Completion -Resolve 80 percent of reported incidents at level one is an example of a service desk _______, or an important metric that indicates how well the service desk is performing.

How completely and accurately services are delivered is called ____.

Which is true about a skills inventory matrix?

Completion -If service desks do not capture data, they will have trouble creating the _______ necessary to understand customer needs and expectations and may find themselves focusing on activities that are unimportant to customers.

____ provide the information to understand customer expectations.

Most unhappy customers tell companies about their dissatisfaction either in a written or verbal manner.

On the Internet, exit polls can be used to help determine whether content is helpful to customers and therefore is increasing their productivity.