IPA IP 2023 Question 36

Recording and analyzing the content, responses and response times of inquiries — improving a service desk starts from data on what it actually handles.

Logging every contact with what was asked, how it was answered and how long it took shows which questions recur, where responses are slow and what users struggle with. That evidence drives the improvements: FAQ entries and self-help for frequent questions, better knowledge and training for first-line staff, and a check afterwards on whether response times really fell.

Answer (a)

Why not others:

• •(b) — users need service restored quickly, so offering workarounds is part of incident handling; root-cause investigation is problem management, and dropping workarounds makes the desk worse, not better
• •(c) — a service desk is meant to be a single point of contact; splitting it by type of inquiry makes users work out where to call and slows them down
• •(d) — inquiries are prioritized by impact and urgency; strict first-come, first-served order lets a critical failure wait behind trivial questions

Key rule: A service desk is a single point of contact that prioritizes by impact and urgency, and it improves continually by measuring and analyzing the contacts it records.

Service Management · AI-written, may contain errors