Chapter 6: The Information Component: Service Desk Performance Measures

Chapter 6: The Information Component: Service Desk Performance Measures

Complete Chapter Questions With Answers

Sample Questions Are Posted Below

TRUE/FALSE

1. The more clearly companies define how performance is measured, the more successfully the company, departments, and the service desk analysts can meet their goals and customers’ expectations.

ANS:  T                    PTS:   1                    REF:   246

2. Not having formally defined processes results in service desk analysts not having clear roles and responsibilities.

ANS:  T                    PTS:   1                    REF:   247

3. One of the main benefits of analyzing data is to find out who is making mistakes and then take the proper corrective action.

ANS:  F                    PTS:   1                    REF:   247

4. Automating activities, such as logging, tracking, and the ability to provide status updates to customers is very important for large, centralized service desks.  Small or local service desks should focus more on customer service and their technical knowledge.

ANS:  F                    PTS:   1                    REF:   247

5. Service desks are either proactive or reactive; there is no middle ground.

ANS:  F                    PTS:   1                    REF:   248