Service Desk & Escalation Processes Flashcards
7 cards from real CIM practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 7 Service Desk & Escalation Processes flashcards as text
A user calls the service desk reporting that a critical business application is completely unavailable. What is the service desk agent's FIRST action?
Answer: Log the incident and assign a priority based on impact and urgency
The first action is always to log and prioritize the incident based on its business impact and urgency before any other steps.
Which escalation type occurs when a service desk agent hands an incident to a specialist team because the issue requires deeper technical expertise?
Answer: Functional escalation
Functional escalation transfers an incident to a team with specialized skills when the current tier lacks the expertise to resolve it.
A service desk manager notices that 40% of incidents are being escalated to Tier 2 without any troubleshooting attempt. What is the BEST corrective action?
Answer: Review and update service desk knowledge base and provide additional training
Updating the knowledge base and training agents addresses the root cause of premature escalation by improving Tier 1 capability.
What does 'first contact resolution' (FCR) measure at the service desk?
Answer: The percentage of incidents resolved without escalation or callback
FCR measures what proportion of incidents are fully resolved during the initial contact, without needing follow-up or escalation.
During a major outage, multiple users call reporting the same issue. What is the recommended service desk approach?
Answer: Identify the common incident, open one major incident ticket, and link all related contacts
Linking related contacts to a single major incident ticket prevents duplicate effort and enables coordinated resolution.
What is the primary purpose of a service desk call script or decision tree?
Answer: To ensure consistent data collection and guide agents through standard diagnostics
Scripts and decision trees standardize the information gathered and help agents follow proven diagnostic steps consistently.
An incident is escalated to Tier 2 but the Tier 2 team determines it belongs to Tier 3. Who should update the ticket and notify the user?
Answer: The Tier 2 team before transferring to Tier 3
The Tier 2 team holds ownership during the handoff and should update the ticket and communicate with the user before transferring to Tier 3.