ITPEC IP October 2024 Question 62
ITPEC IP October 2024 — Question 62 of 100
Response time for queries directly measures the telephone service desk's service level. It can be defined as average time to answer, percentage of calls answered within a target interval, or time until the user receives an initial response or resolution. Such a criterion reflects how promptly the desk handles the user contacts for which it is responsible.
Answer (d)
Why not others:
- (a) service cost is a financial measure and does not by itself describe the responsiveness experienced by callers
- (b) system-failure count measures system reliability, not service-desk handling
- (c) system availability measures the operated system's uptime, not the telephone desk's response
Key rule: A useful service-level criterion should measure the specific service being promised; for a query desk, response time is directly relevant and measurable.
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