ITPEC IP October 2024 Question 62
Which of the following is an appropriate example of criteria for evaluating the service level of a service desk that receives queries from system users over the telephone?
Explanation
Response time for queries — a service desk's service level is judged by how well it handles the contacts it receives, not by how the system itself performs.
A telephone service desk exists to answer users' queries. Its service level is therefore measured by indicators of that handling: time to answer the call, time to first response, time to resolution, or the percentage of queries answered within a target time. Response time for queries is such an indicator and can be written into an SLA and measured.
Answer (d)
Why not others:
- •(a) Cost of the service — a financial figure about the desk, which says nothing about the quality of service callers receive
- •(b) Number of system failures — measures the reliability of the operated system, which the desk does not control
- •(c) Availability of the system — measures the system's uptime, again a property of the system, not of the query handling
Key rule: Choose a service-level criterion that measures the service actually being provided; for a help desk that means responsiveness to queries, not the health of the system it supports.
Service Management · AI-written, may contain errors
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