8.4 答题策略 - SERVICE DESK (1)
Question 1:
You are the Service Desk manager. It is half past seven on a Monday morning and half of your eight person Service Desk staff have telephoned in sick. Describe the actions that you would take during the day to maintain a Service Desk service. (12 marks)
What are the limitations and problems that you might experience? (8 marks)
Answer Strategy: Responsibility of service desk manager + operation activities. Limitation of problems – PPT.
Question 2:
Your IT Director has set you the 18 month task of converting your current Service Desk from a “call logging only” function to a skilled desk resolving 70% or more of all calls themselves.
a) How would you approach this task? (16 marks)
b) What metrics would you establish to measure your success? (4 marks)
Answer Strategy: Process Implementation. PPT. Based activity to measure the success + KPI.
Question 3:
Your organisation has been gradually migrating from mainframe. processing to a distributed environment, and the mainframe. is being phased out in the next three months.
(a) What changes, if any, do you consider would need to be made to the Service Desk function? Give full reasons for your answer. (8 marks)
(b) Describe the impact on the other service support functions. (12 marks)
Answer Strategy: Service Desk role in this RFC. Use RFC cycle to answer the questions.
Linkage between Service Desk with other process.
Question 4:
You are aware that your organisation, because of historically well-established support routes, has created numerous Service Desk (some formal, some informal).
Write a report to senior business and IT management detailing what could be done to improve the service currently offered by these Service Desk. (20 marks)
Answer Strategy: Centralize the service desk. Benefits.
Question 5:
A Service Desk has been established in an organisation. There are two newly recruited staff without Service Desk experience, one telephone and a desk. There are no automated tools and all calls are recorded on plain paper and handed to the closest person available.
What would be the priority actions that you would take to set up and run an effective Service Desk with these resources? (20 marks)
Answer Strategy: PPT + Implementation Plan.
Question 6:
a) There are times when your Service Desk cannot cope with the volumes of input. What cost effective measures could be taken to alleviate this? (12 marks)
b) Do you believe it is necessary for all information received by the Service Desk to be recorded in the incident database? Explain your views (8 marks)
Answer Strategy: Indicators used by Service Desk. Activities owned by Service Desk.
Question 7:
a) Describe each of the events that must be recorded during the lifecycle of each incident, so that useful management information can be obtained. You should assume that categorisation of incidents takes place. (14 marks)
b) How might you persuade customers to make use of the Service Desk? (6 marks)
Answer Strategy: Incidents lifecycle + Service desk activities. Benefits.
