IPA IP 2024 Question 39

Topic: Service Management

A question IPA Japan published in 令和6年度 ITパスポート試験 公開問題 問39, translated into English. ITPEC is based on the same exams.

In order to evaluate a service desk, it is necessary to define and evaluate appropriate KPIs. Which of the following lists all and only the appropriate KPIs whose smaller values are better in order to increase customer satisfaction?

AThe percentage of the number of incidents whose handling was completed within the target time agreed in the SLABThe percentage of the number of incidents that could be resolved with one (1) inquiryCThe percentage of the number of incidents escalated to secondary supportDThe time spent by a user until being connected to a person in charge at the service desk

Explanation

C, D — fewer escalations and a shorter wait to reach the service desk both mean users are helped sooner, so smaller is better for these two.

For each KPI, ask which direction makes the user happier:

  • •A: incidents completed within the SLA's target time; a higher share is better
  • •B: incidents resolved with a single inquiry (first-contact resolution); a higher share is better, since the user need not call again
  • •C: incidents escalated to secondary support; each escalation hands the user on and lengthens the time to a resolution, so a lower share is better
  • •D: time until the user reaches a person in charge; waiting annoys users, so shorter is better

Answer (d)

Why not others:

  • •(a) A, B — both are KPIs where a larger value is better
  • •(b) A, D — includes A, where more incidents within the target time is better
  • •(c) B, C — includes B, where more first-contact resolutions is better

Key rule: Before judging a KPI, fix its direction: rates of success (within SLA, first-contact resolution) should rise; waits and hand-offs should fall.

Service Management · AI-written, may contain errors

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This question comes from the past questions IPA Japan publishes, translated into English by ITPEC Practice. ITPEC Practice is an independent study tool and is not affiliated with IPA or ITPEC. See the original paper (PDF) or Report an issue.