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6 Cards in this Set
- Front
- Back
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What are the key words for the Service Desk
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Single point of control.
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What is the mission?
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To manage the SLA and en- user entitlements.
It is the single point of contact for customers and end users. |
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What type the service desks are there?
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Local, central, virtual, global
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What is the difference between a help desk and a service desk?
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The help desk does not have significant authority to resolve incidents, where as a service desk is responsible for tracking, monitoring and resolving the incidents.
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What are some of the performance indicators for the Service Desk?
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• Telephone pick-up times.
• Telephone talk times. • Managing urgent requests. • Managing service breaches. • Number of incidents closed without onward referral. |
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What are some of the key benefits of a Service Desk?
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• Manages the SLA.
• Drives end-user satisfaction. • Assists in the identification of business opportunities. • Supports integration and management across organization boundaries. • Ensures long term customer retention and satisfaction |
