8.4 答题策略-SERVICE DESK(2)
Question 8:
You are manager of an established Service Desk who has received a memo from a business group identifying that:
1. Phones are not always answered
2. Incidents are not resolved quickly enough
3. Problems remain outstanding for a long time
a) What metrics will you supply to counter these claims? (10 marks)
b) What would you do if the evidence supported these claims? (10 marks)
Answer Strategy: Indicators follow the issue one by one. Action plan to improve the service level. PPT. + implementation.
Question 9:
a) Why should an organisation have a Service Desk? (10 marks)
b) Provide detailed examples and explain the purpose of the coding systems used by Incident & Problem management (10 marks)
Answer Strategy: Benefits. System used by incident/problem management. – Incident records. Problem recorders.
Question 10:
a) What would a Service Desk need to do to change from a call-logging desk to a more skilled desk with a target call resolution of 80% at the desk? (8 marks)
b) What issues might make this difficult to achieve? What could be done about them? (12 marks)
Answer Strategy: Implementation processes + PPT. Problems.
Question 11:
You are in an organisation, distributed across several large offices throughout Europe introducing a new Service Desk:
a) Describe the stages you would expect to see in the project. (8 marks)
b) What key deliverables would you identify before progressing to the next stage? (12 marks)
Answer Strategy: Implementation. – PPT + implementation process.
Question 12
a) “Every telephone call to the Service Desk should be recorded and dealt with as an incident”. To what extent do you agree with this statement. Give the reasons to support your views. (8 marks)
b) If your Service Desk is overrun with calls at peak times, what steps might you take to deal with this situation cost effectively? (12 marks)
Answer Strategy: Activities of SD. PPT – Demand management, charging… priority…
Question 13
a) Produce a job description for the manager of an ITIL-conformant Service Desk. (10 marks)
b) What particular issues arise in turning a Service Desk from an incident handling centre into a fully pro-active interface between the user community and the IT Services Organisation? (10 marks)
Answer Strategy: Job description. Check PPT readiness for question b.
