Question 1

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

Accepted Answer

Benchmarking services can be expensive and resource-intensive, as they often require comprehensive data collection, analysis, and comparison against industry standards or competitors.

Question 2

Service Level Agreements are considered the most comprehensive way to fully measure service desk performance.

Accepted Answer

Service Level Agreements (SLAs) are important for setting expectations and measuring specific aspects of service desk performance, but they do not fully measure all aspects of performance, such as customer satisfaction, quality of service, or the efficiency of problem resolution. Other metrics and KPIs are also needed for a comprehensive evaluation.

Question 3

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.

Accepted Answer

Measuring individual service desk analyst performance is crucial because each analyst's performance directly impacts the team's overall effectiveness, efficiency, and ability to meet or exceed service level agreements and goals.

Question 4

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

Accepted Answer

If incidents are not logged, there will be no data to measure performance against.

Question 5

Availability, time idle, and average call duration are all examples of individual performance goals.

Accepted Answer

These metrics are commonly used to assess individual performance in roles such as customer service or sales, where managing time efficiently and effectively handling calls are important aspects of the job.

Question 6

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.

Accepted Answer

A checklist with specific criteria for measuring call quality helps ensure that analysts focus on the aspects of calls that management deems important, leading to a more targeted and effective monitoring program.

Question 7

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.

Accepted Answer

Involving a broader team including frontline staff in the goal and metric-setting process can provide valuable insights, ensure goals are realistic, and enhance team commitment to achieving these goals.

Question 8

The most important goal for an entire company is ____.
A)customer satisfaction
B)customer loyalty
C)saving money
D)having the latest technology

Accepted Answer

Customer satisfaction is crucial as it leads to repeat business, positive word-of-mouth, and long-term success.

Question 9

Which is true?
A)In order to be successful, service desk analysts need to understand the goals of the service desk, but understanding the goals of the department and the company as a whole, are management responsibilities.
B)In order to be successful, service desk analysts need to understand the goals of the service desk and their department, but understanding the goals of the company as a whole, are management responsibilities.
C)In order to be successful, service desk analysts need to understand the goals of the service desk, their department, and the goals of the company as a whole.
D)In order to be successful, service desk analysts need to understand the key performance indicators (KPIs) and critical success factors (CSFs) requested by the customers.

Accepted Answer

Understanding the goals of the service desk, their department, and the company as a whole is crucial for service desk analysts to align their work with the broader objectives and ensure they contribute effectively to the organization's success.

Question 10

Service desks that recognize information as a resource and try to prevent incidents and prepare for the future are known as ____ service desks.
A)preventative
B)proactive
C)leading edge
D)centralized

Accepted Answer

Proactive service desks focus on recognizing information as a valuable resource, aiming to prevent incidents before they occur and preparing for future challenges. This approach involves anticipating issues and taking preemptive actions to mitigate them, rather than just reacting to problems as they arise.

Question 11

Reactive service desks ____.
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

Accepted Answer

Reactive service desks often have multiple people taking ownership of incidents due to their nature of responding to issues as they arise, which can lead to less streamlined processes and a lack of clear ownership.

Question 12

Proactive service desks ____.
A)experience high costs due to inefficiencies and lack the ability to forecast costs
B)allow numerous people to own incidents based on the incident's priority
C)have owners manage by exception and only follow up on incidents not being handled in a timely manner
D)perform little trend analysis as they have a significant amount of incidents and service requests to handle

Accepted Answer

Proactive service desks focus on efficiently managing incidents by having designated owners who intervene only when necessary, ensuring timely resolution and minimizing the need for constant oversight. This approach contrasts with reactive models that often face inefficiencies and challenges in forecasting costs.

Question 13

When a service desk is moving from a reactive state to a proactive one ____.
A)a systematic plan will enable this transformation to take place very quickly and efficiently
B)setting up efficient processes is not important; collecting data is critical to the success of the transformation
C)management should assume that service desk analysts understand the importance of gathering information
D)service desk management may encourage analysts to capture data to gain senior management's trust

Accepted Answer

Encouraging analysts to capture data helps demonstrate the value of the service desk to senior management, which is crucial for gaining support and resources needed for a proactive approach.

Question 14

Data, such as a customer's name, address, or location is called ____ data.
A)incident
B)customer
C)status
D)problem

Accepted Answer

Customer data refers to information that pertains specifically to customers, such as their names, addresses, or locations. This type of data is collected and used by businesses to understand and serve their customers better.

Question 15

Items such as incident type, channel used to submit the incident, and incident category (hardware, software, etc.) are examples of ____ data.
A)incident
B)customer
C)status
D)problem

Accepted Answer

These items are specific to incidents, describing their nature, submission method, and classification, which are all directly related to incident management processes.

Question 16

Items such as the person or group assigned to an incident, whether the incident is assigned, awaiting parts, etc., and the date and time the incident was assigned are examples of ____ data.
A)incident
B)customer
C)status
D)problem

Accepted Answer

These are examples of status data, as they relate to the current state or progress of an incident within a management system.

Question 17

In most companies, the status of an incident is set to ____ when a level one or two analyst delivers a solution.
A)resolved
B)closed
C)pending
D)done

Accepted Answer

When a level one or two analyst delivers a solution, the status of an incident is typically set to "resolved." This indicates that a solution has been provided, but it might still need to be confirmed by the user or requester before the incident can be considered "closed."

Question 18

A measure of the time and effort required to deliver services in relation to their cost is called ____.
A)effectiveness
B)efficiency
C)quality
D)economy

Accepted Answer

Efficiency measures the time and effort required to deliver services in relation to their cost, focusing on how resources are utilized to achieve an outcome.

Question 19

How completely and accurately services are delivered is called ____.
A)effectiveness
B)efficiency
C)quality
D)economy

Accepted Answer

The answer of How completely and accurately services are delivered...

Question 20

How well services meet customer expectations is called ____.
A)effectiveness
B)efficiency
C)quality
D)customer satisfaction

Accepted Answer

Quality refers to how well services meet customer expectations, focusing on the standard of the service provided.

Quiz 6: The Information Component: Service Desk Performance Measures

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

Service Level Agreements are considered the most comprehensive way to fully measure service desk performance.

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.

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

Availability, time idle, and average call duration are all examples of individual performance goals.

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.

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.

The most important goal for an entire company is ____.

Which is true?

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

Reactive service desks ____.

Proactive service desks ____.

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

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

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

Items such as the person or group assigned to an incident, whether the incident is assigned, awaiting parts, etc., and the date and time the incident was assigned are examples of ____ data.

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

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

How completely and accurately services are delivered is called ____.

How well services meet customer expectations is called ____.