MN-3519-Week 7 Quiz -ServiceDesk, Service Request Management

Which is a recommendation of the ‘service desk’ practice? 

• Service desks should never use technologies such as SMS and chat functions

• Service desks should be highly technical functions

• Service desks should have a practical understanding of the wider business

• Service desks should always be a physical team in a single fixed location

Multi-national organisations may wish to combine two or more geographically dispersed service desks to provide a 24-hour ………………………….service

• Local   

• Centralised

• Follow the sun  

• Virtual  

Identify the missing word in the following sentence. The [?] is the practice of capturing demand for incident resolution and service requests.

• Incident management

• Service level management

• Service request management

• Service desk

Your smartphone isn't working properly. You call the toll-free number for your service provider's support center. Which practice would you reach that serves as the entry point for all contact between the service provider and its users?

• Problem Management

• Service Desk

• Service Request Management

• Incident Management

Answer explanation

Explanation: The purpose of the service desk practice is to capture demand for incident resolution and service requests. It should also be the entry point and single point of contact for the service provider with all of its users.

Which is a recommendation of the ‘service desk’ practice?

• Service desks should never use technologies such as SMS and chat functions

• Service desks should be highly technical functions

• Service desks should have a practical understanding of the business practices across the organization

• Service desks should always use a virtual service desk

Answer explanation

Explanation: A good service desk should have a practical understanding of the wider organization, the business processes, and the users.

What is true about the service desk?

• Service desks should always be a physical team in a single fixed location

• Service desks should be designed based on your organization, its business processes, andthe user requirements

• Service desks should always use a virtual service desk to save money

• Service desks should always be local to the organization they support

Answer explanation

Explanation: There is no 'one' perfect way to design a service desk. The service desk may utilize a local, centralized, or virtualized model. It just depends on your organization, business needs, and user requirements.

You are in a quarterly service level management review with your supervisor. The manager asks your supervisor if the service desk has been meeting their SLA target metrics. Your supervisor proudly proclaims that everything is 'green' (meaning, we are meeting all of the targets). Just then, another executive asks, "If everything is showing as 'green', why am I hearing other users complain that the service is always unavailable for use?" What might be the reason for this?

• Your supervisor's data is based on operational metrics

• Your supervisor's data is based on business metrics

• Your supervisor's data is based on availability metrics

• Your supervisor's data is not based on business outcomes

Answer explanation

Explanation: Often, service level management reviews show as a 'watermelon', all green on the outside and red on the inside. This means that teams are often measuring the wrong things. For example, if you are measuring the uptime of a single server, this isn't important to the end user or business objective or outcome. Instead, there should be a balanced 'bundle' of metrics to properly account for the business objectives as defined by outcomes and not simply operational metrics.

You are working as a service desk manager. One of your analysts has created a new workaround for a problem that has been causing issues for users for the last few hours. To ensure all users across the network are notified of this workaround, you decide to post the workaround on the front page of your user service portal on the intranet. During which value chain activity would this occur?

• Plan

• Improve

• Engage

• Obtain/Build

Answer explanation

Explanation: Engage focuses on problems that have a significant impact on services will be visible to customers and users. In some cases, customers may wish to be involved in problem prioritization, and the status and plans for managing problems should be communicated. Workarounds are often presented to users via a service portal. The purpose of engage value chain activity is to provide continual engagement with all stakeholders.

What does a centralized service desk require?

• Knowledge Base

• Walk-in service hours

• 24x7 support

• Outsourced employees

Answer explanation

Explanation: A centralized service desk requires supporting technologies like workflow systems for routing and escalation, workforce management and resource planning systems, a centralized knowledge base, intelligent telephony systems, automatic call distribution, and remote access tools. Automation is wonderful and can provide efficiencies, but it is not required. Also, 24x7 support may not be a business requirement for some organizations. But, if you have a centralized service desk, you will need good remote access tools to be able to support users that are not located at your same location.

Fill in the missing word:

The purpose of the service request management practice is to support the agreed quality of a service by handling all _______, user-initiated service requests  in an effective and user-friendly manner.

• Complex

• Pre-defined

• Urgent

• Low cost