SDI Quality Assurance & Improvement 3

Question 1

Which statistical tool is most commonly used in Six Sigma to display the distribution and variation of a process dataset?

Accepted Answer

Histogram

Answer

Histograms visualize the frequency distribution of process data, revealing patterns, spread, and skewness critical to understanding variation.

Question 2

What is the purpose of a 'control chart' in service desk quality management?

Accepted Answer

To monitor process performance over time and detect unusual variation

Answer

Control charts plot process data over time with upper and lower control limits to distinguish normal variation from signals requiring investigation.

Question 3

In the context of SDI service desk quality, what does 'abandoned call rate' indicate?

Accepted Answer

The proportion of callers who hang up before reaching an agent

Answer

Abandoned call rate measures how many inbound callers disconnect before being answered, indicating staffing gaps or excessive wait times.

Question 4

Which ISO standard provides specific requirements for IT service management quality, commonly referenced by SDI-certified desks?

Accepted Answer

ISO/IEC 20000

Answer

ISO/IEC 20000 is the international standard specifically governing IT service management, setting requirements for planning, designing, and delivering IT services.

Question 5

A service desk notices CSAT scores dropping specifically for password reset interactions. Which quality improvement step should come FIRST?

Accepted Answer

Conduct root cause analysis to understand why scores are low for this contact type

Answer

Root cause analysis must precede any corrective action to ensure the real problem—not a symptom—is addressed for sustainable improvement.

(SDI) Service Desk Institute Certifications Practice Test

(SDI) Service Desk Institute Certifications Practice Test

SDI Quality Assurance & Improvement 3