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Responses from customer satisfaction survey:
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 the most effective option to address the
issues identified from the General IT Infrastructure assessment?

A. You decide to recommend implementation of the Event Management process to
formalize the event monitoring, planning and overall management. Ensure that there
is resource sharing between the Service Design teams and the Operational Support
teams as their input is necessary to ensure services are designed that will work
efficiently in the live environment.
In addition, implement the Problem Management process at the same time, to ensure
there are both reactive and proactive activities taking place with regards to Problems,
a knowledge bank of information including known errors, workarounds, problems and
incident records is produced and maintained.
B. You are not concerned with the lack of skil sharing between the Operational
Support departments and Service Design as they are two separate entities of the
Service Lifecycle with their own objectives. You are concerned, however, with the
lack of skil sharing between the Operational Support teams and decide to formalize
the 1st, 2nd and 3rd lines of support and recommend the adoption of a database that
wil incorporate all Incident records, Problem records, Known Error records,
Workarounds and Event information, so that all staff can have access to and use this
information.
C. You are not concerned with the lack of skil sharing between the Operational
Support departments and Service Design as they are two separate entities of the
Service Lifecycle with their own objectives. You are concerned, however, with the
lack of Event monitoring and planning and foresee this as being a potential major
issue. You decide to recommend implementation of the Event Management process
to formalize the event monitoring, planning and overall management. Ensure that
there is resource sharing between the Service Design teams and the Operational

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