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Overall a consistent satisfaction level. However, responses completed during the
past 12 months show an increase in customers who were unsatisfied with call waiting
times when contacting the service desk for help with online orders and requests for
information.
Customers added the following additional comments:
1. "Never get to speak to the same person twice when dealing with an Incident
number, had to call several times to receive follow up on progress"
2. "Some of the Service Desk staff seem under qualified to deal with my questions
about new applications/incidents/service requests" Results from Staff Skil s Analysis:
Staff, in general, have a good knowledge of IT systems and a basic understanding
of the business processes and objectives. However, staff are not well informed of
upcoming releases of new or changed services and not given adequate information
to relay to the customers.
Staff added the following additional comments:
1. "Communication between Service Operation departments has become inefficient -
there are meetings for the sake of meetings, but the important information we need to
know to do our day to day jobs is lacking"
2. "I stil don't know what half of the people do, that work in the IT department!"
Results from General IT Infrastructure assessment:
Lack of event monitoring and planning
Lack of input from Operational Support departments into Service Design
Lack of skil and information sharing across the Operational Support teams with
regards to Incident, Problem, Workarounds and Known Error data.
Little to no proactive activities being carried out.
Refer to Scenario
Which of the following options would be most suitable to address the issues identified
from the Customer Satisfaction Survey?

A. You decide that the first two ITSM processes that need to be implemented are
Incident Management and Request Fulfil ment. As this wil enable formal
management and coordination of the Service Desk, and ensure that Incidents and
Service Requests are dealt with accordingly, enabling separate logging and
monitoring and faster call response times Send a formal memo to all customers,
introducing yourself and your new role, thanking them for their valuable feedback and
addressing the issues raised in the survey results and how you intend to resolve
them.
B. You decide that the first two ITSM processes that need to be implemented are
Incident Management and Request Fulfil ment. As this wil enable formal
management and coordination of the Service Desk, and ensure that Incidents and
Service Requests are dealt with accordingly, enabling separate logging
and monitoring and faster call response times. In addition, you will ensure that the
new Incident Manager wil ensure the Service Desk is the single point of contact, as a
first priority. This needs to be the focus over the next quarter to ensure that this policy
is adopted ASAP, you wil suggest reward options to ensure that staff and end users
are in no doubt that this is an essential requirement supported by senior
management. Send a formal memo to all customers, introducing yourself and your
new role. Thanking them for their valuable feedback and addressing the issues
raised in the survey results and how you intend to resolve them.
C. The results of this initial assessment are better than you had expected, you do not
see any need to change things yet. You are not concerned with the additional
comments as the general feedback is that customers are satisfied with the end to end
service and that a 100% satisfaction is unrealistic. You wil suggest to the Business
that more staff is required for the Service Desk to ensure that call waiting times are
reduced and that a more detailed and selective criteria is used as part of the
selection process to ensure staff are at the correct skil level and competency.

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