Question 1

Companies benefit most from benchmarking when they ____.

Accepted Answer

A) have an organization such as Gartner, MetricNet, or the Help Desk Institute actually do the benchmarking 
B) identify opportunities for improvement after analyzing other organizations' practices 
C) compare their metrics with other service desks and strive to meet metrics that other service desks meet 
D) have effective Service Level Agreements and strive to meet the targets that have been agreed upon 
A) have an organization such as Gartner, MetricNet, or the Help Desk Institute actually do the benchmarking 
B) identify opportunities for improvement after analyzing other organizations' practices 
C) compare their metrics with other service desks and strive to meet metrics that other service desks meet 
D) have effective Service Level Agreements and strive to meet the targets that have been agreed upon

Question 2

If analysts do not log all incidents, management will still be able to measure performance. They will just measure it without facts.

Accepted Answer

A) True 
 B)False

Question 3

Which is true about Service Level Agreements (SLAs)?

Accepted Answer

A) They ensure that both the service desk and its customers understand their responsibilities, and they describe how service performance is to be measured. 
B) They should be simple, one to two page documents. If not, customers and IT staff will not take the time to fully read and comprehend them. 
C) They are typically used to measure the performance of a service desk; other measures are used to measure the performance of the entire IT department. 
D) They typically do not measure IT service characteristics such as security or availability, as these characteristics are measured by the security and availability teams. 
A) They ensure that both the service desk and its customers understand their responsibilities, and they describe how service performance is to be measured. 
B) They should be simple, one to two page documents. If not, customers and IT staff will not take the time to fully read and comprehend them. 
C) They are typically used to measure the performance of a service desk; other measures are used to measure the performance of the entire IT department. 
D) They typically do not measure IT service characteristics such as security or availability, as these characteristics are measured by the security and availability teams.

Question 4

Which type of survey might be used to survey customers who did not contact the service desk to determine what, if any, additional services are required to meet their needs?

Accepted Answer

A) new services survey 
B) overall satisfaction survey 
C) performance survey 
D) annual survey 
A) new services survey 
B) overall satisfaction survey 
C) performance survey 
D) annual survey

Question 5

Reactive service desks ____.

Accepted Answer

A) often have multiple people taking ownership of incidents 
B) automate activities such as logging, tracking, and providing status updates 
C) capture all pertinent data 
D) meet clearly defined individual, team, and department goals 
A) often have multiple people taking ownership of incidents 
B) automate activities such as logging, tracking, and providing status updates 
C) capture all pertinent data 
D) meet clearly defined individual, team, and department goals

Companies benefit most from benchmarking when they ____.

If analysts do not log all incidents, management will still be able to measure performance. They will just measure it without facts.

Which is true about Service Level Agreements (SLAs)?

Which type of survey might be used to survey customers who did not contact the service desk to determine what, if any, additional services are required to meet their needs?

Reactive service desks ____.

Introduction to Service Desk Concepts

Service Desk Operations

The People Component: Service Desk Roles and Responsibilities

The Process Component: Service Desk Processes and Procedures

The Technology Component: Service Desk Tools and Technologies

The Service Desk Setting

Customer Support As a Profession

Filters

Exam 6: The Information Component: Service Desk Performance Measures

Companies benefit most from benchmarking when they ____.

If analysts do not log all incidents, management will still be able to measure performance. They will just measure it without facts.

Which is true about Service Level Agreements (SLAs)?

Which type of survey might be used to survey customers who did not contact the service desk to determine what, if any, additional services are required to meet their needs?

Reactive service desks ____.

Introduction to Service Desk Concepts

Service Desk Operations

The People Component: Service Desk Roles and Responsibilities

The Process Component: Service Desk Processes and Procedures

The Technology Component: Service Desk Tools and Technologies

The Service Desk Setting

Customer Support As a Profession

Filters