SDI Data Analysis & Reporting 3

Question 1

Which of the following best describes a 'lagging indicator' in service desk performance reporting?

Accepted Answer

A metric that reflects outcomes after they have occurred, such as monthly CSAT score

Answer

Lagging indicators measure results that have already happened, such as CSAT scores published at month end.

Question 2

What is the primary purpose of a 'heat map' in service desk analytics?

Accepted Answer

To visualize ticket volume or contact patterns by time of day and day of week

Answer

A heat map uses color intensity to reveal when tickets cluster by hour and weekday, enabling optimal staffing schedules.

Question 3

When a service desk report shows a sudden drop in average handling time (AHT), what should an analyst investigate first?

Accepted Answer

Whether agents began wrapping tickets prematurely or reclassifying them to lower-complexity categories

Answer

A sudden AHT drop often signals that agents are closing tickets early or downcoding complexity to game the metric rather than genuine efficiency gains.

Question 4

In the context of SDI best practices, what does a 'balanced scorecard' approach to service desk reporting ensure?

Accepted Answer

A mix of financial, customer, process, and learning metrics to give a holistic performance view

Answer

A balanced scorecard spans multiple perspectives—financial, customer, internal process, and growth—to prevent overemphasis on a single dimension.

Question 5

A service desk analyst is asked to demonstrate the business value of investing in self-service portals. Which metric is most compelling for this purpose?

Accepted Answer

Cost-per-contact reduction attributed to self-service deflection

Answer

Cost-per-contact reduction directly translates self-service adoption into financial value, which resonates with business stakeholders.

(SDI) Service Desk Institute Certifications Practice Test

(SDI) Service Desk Institute Certifications Practice Test

SDI Data Analysis & Reporting 3