HDI-SDI-Service Desk Foundation Qualification -QQ0-401 Set 3

Recording all Incidents enables the Service Desk to be proactive. Recording all Incidents demonstrates the effectiveness of the Service Desk. Recording all Incidents establishes service levels. Recording all Incidents saves the Service Desk money.

Define the scope of the services provided. Enforce the consistency of the workplace culture. Ensure that the customer receives consistent service. Prevent customers from asking for special treatment.

Ensure that the customer complies with the SLA. Manage the customer expectations. Pass all customer inquiries to level 2 support. Resolve all customer Incidents without escalation.