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| Section | Objectives |
|---|---|
| Topic 1: Service Desk Strategy and Leadership | - Service desk mission, vision, and alignment with IT/business goals - Leadership principles and governance structures |
| Topic 2: Customer Experience and Continuous Improvement | - Customer satisfaction and feedback handling - Continuous service improvement practices |
| Topic 3: People Management | - Training, coaching, and performance management - Employee engagement and retention strategies - Staffing, recruitment, and onboarding |
| Topic 4: Service Delivery Processes | - Escalation and problem management coordination - Incident and request management workflows - SLA design and service quality management |
| Topic 5: Performance Measurement and Reporting | - KPIs and metrics for service desk performance - Reporting frameworks and dashboards |
| Topic 6: Technology and Tools | - Knowledge management systems - ITSM tools and service desk platforms |
1. What aspect of SLM should you bear in mind in an outsourcing situation?
(Choose 1)
A) SLAs in an outsourcing situation should include guaranteed use of named individuals.
B) SLAs in an outsourcing situation require greater detail.
C) SLAs in an outsourcing situation should include guaranteed fix times.
D) SLAs in an outsourcing situation require less detail.
2. What is one increasingly common Service Desk technology?
(Choose 1)
A) Electronic paging boards.
B) Knowledge management systems.
C) Desktop system failure software.
D) Network monitoring software.
3. Which is considered to be a business best practice quality model?
(Choose 1)
A) COBIT.
B) HDI certification.
C) Six Sigma.
D) CMM.
4. What are two key reasons for undertaking a gap analysis of your current operational practices?
(Choose 2)
A) Recognising that the current levels of service are better than expected.
B) Suggesting where improvements could be made.
C) Identifying the desired state.
D) It is more effective than performing a cost benefit analysis.
5. What is the key benefit of telephone support?
(Choose 1)
A) It provides an effective barrier against emotions.
B) It tells you about the customers emotional state.
C) It minimises the need for desk side support.
D) It is faster than self-service.
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: B | Question # 3 Answer: C | Question # 4 Answer: B,C | Question # 5 Answer: B |
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