Which is the best way to carry out?
A service desk team is consistently receiving poor customer feedback that highlights a slow and ineffective service. Which is the best way to carry out an assessment that focuses on an appropriate scope and discovers what is contributing to the poor service?
OPTIONS
- The assessment should focus on incidents handled by the service desk team
- The assessment should focus on the overall service desk team
- The assessment should focus on the service management practices of the whole IT department
- The assessment should focus on the wider enterprise
ANSWER
The assessment should focus on incidents handled by the service desk team
EXPLANATION
The scope and purpose of an assessment is critically important to its success. By focusing on this, the assessment is more likely to produce meaningful insights. Understanding the objectives of any assessment program is essential. If more than one type of assessment method is to be used, each assessment’s role must be clearly defined. If their objectives are too broad, the assessment could be expensive and time-consuming. However, a narrow scope is unlikely to deliver enough information.
