Since benchmarking services are relatively cheap, it is a popular method of assessing service desk performance.
Correct Answer:
Verified
Q16: Service desks that don't have formal SLAs
Q17: First contact resolution rate refers to the
Q18: Customer satisfaction is a common SLA metric.
Q19: Most unhappy customers tell companies about their
Q20: When surveying customers about a particular incident,
Q22: Service Level Agreements are considered the most
Q23: It is important to measure individual service
Q24: If analysts do not log all incidents,
Q25: Availability, time idle, and average call duration
Q26: One of the keys to a successful
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