SDI Service Desk Manager Qualification Set 4

To address service management process issues ✘ To address service performance that is meeting expectations ✘ To address technical service delivery issues ✘ To address internal cultural issues ✔

A monthly visit to all customer locations ✘ A one-off mystery shopping exercise ✘ A review of service usage statistics ✘ A focus group meeting ✔

To provide meaningful and readily implemented improvement recommendations ✘ To see how successful the Service Desk is compared to others ✘ To achieve industry leading status for the Service Desk ✘ To demonstrate the Service Desks value to management ✔

Industry and panacea ✘ Market-based and peer-group ✘ Industry and peer-group ✘ Panacea and market-based ✔

It facilitates the Service Desk recruitment process ✘ It facilitates the creation of Service Desk teams ✘ It facilitates the creation of Service Desk disciplinary processes ✘ It facilitates Service Desk best practices ✔

It can help to avoid SLA breaches ✘ It can support the delivery of useful metrics ✘ It can facilitate knowledge creation ✘ It can help to improve error control ✔

Matching individual Incident responses against SLA performance levels ✘ Following up calls with users and 2nd level support for every call ✘ Conducting an online review with the analyst after the Incident is closed ✘ Reviewing Incident performance across the industry for comparison ✔

It provides quality and service assurance for users and the Service Desk ✘ It reviews the Incident with the analysts to help develop user education ✘ It identifies opportunities for reduction in Incident volumes ✘ It allows the Service Desk to deal with situations reactively ✔

It provides training, mentoring and identification of service level management opportunities ✘ it identifies training needs, performance needs and identification of marketing opportunities ✘ It provides staff feedback, mentoring opportunities and identification of training opportunities ✘ It verifies user perception, technical knowledge and training opportunities ✔

ITSM software systems ✘ IVR and ACD systems ✘ Listening in on calls ✘ Time recording ✔