Der Vortrag „The Service Desk: Staffing and Managing the Service Desk“ von IT Training Zone ist Bestandteil des Kurses „ITIL® OSA - Operational Support and Analysis “. Der Vortrag ist dabei in folgende Kapitel unterteilt:
Which of the following factors would influence the number of staff required on a Service Desk?
Which of the following statements about the Service Desk staff numbers is CORRECT?
Which of the following are valid responses to dealing with peaks and troughs in demand at the Service Desk?
Which of the following statements about using unskilled Service Desk staff is/are CORRECT?
Which of the following statements about using skilled Service Desk staff is/are CORRECT?
Which of the following is NOT a factor affecting First Time Fix rates?
Which of the following is skills or attributes must a Service Desk agent possess?
Which of the following is a valid approach to dealing with staff retention issues on the Service Desk?
Which of the following statements about Super Users is/are CORRECT?
Which of the following statements about Service Desk staff training is/are CORRECT?
Which of the following statements about using measuring Service Desk performance is/are CORRECT?
Which of the following measurements are valid indicators of the Service Desk’s effectiveness?
Achieving a high first time fix rate is an important metric for the Service Desk. Which of the following statements about the possible effect of measuring this per Service Desk staff member is/are CORRECT?
Which of the following statements about measuring the value of the Service Desk is/are CORRECT?
Which of the following statements about customer satisfaction surveys is/are CORRECT?
Which of the following is NOT a recommended method of conducting customer satisfaction surveys?
Which of the following is NOT a valid reason for outsourcing the Service Desk?
Which of the following statements about outsourcing the Service Desk are CORRECT?
Which of the following statements about outsourced Service Desk agreements is/are CORRECT?
Which of the following should be considered when outsourcing the Service Desk to an off-shore provider?
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