SDI Service Desk Operations & Management 2

Question 1

Which metric measures the percentage of incidents resolved without escalation to a higher support tier?

Accepted Answer

First Contact Resolution (FCR)

Answer

First Contact Resolution (FCR) measures how many incidents are fully resolved during the initial customer contact without requiring escalation.

Question 2

A service desk team notices that call volumes spike every Monday morning. What strategy best addresses this predictable pattern?

Accepted Answer

Implement workforce management scheduling to staff accordingly

Answer

Workforce management (WFM) scheduling uses historical data to align staffing levels with predicted demand, such as Monday morning spikes.

Question 3

What is the primary purpose of a service catalog within a service desk environment?

Accepted Answer

To provide a standardized list of available IT services and how to request them

Answer

A service catalog gives customers a clear, standardized menu of available IT services along with request procedures and expected delivery times.

Question 4

Under the SDI Professional Standards, what does 'Continual Service Improvement' (CSI) require a service desk to do?

Accepted Answer

Regularly review performance data and implement changes to enhance service quality

Answer

CSI requires ongoing measurement and analysis of service performance followed by targeted improvements to raise quality over time.

Question 5

Which SDI certification level is specifically designed for service desk analysts on the frontline?

Accepted Answer

SDI Service Desk Analyst (SDA)

Answer

The SDI Service Desk Analyst (SDA) certification targets frontline staff and covers the skills needed to deliver effective customer support.

(SDI) Service Desk Institute Certifications Practice Test