What is the best way to resolve the situation?
An organization offers telephone support to users. It has recently introduced a self-service system for user support. At the same time, the organization introduced a policy which states that any incidents logged using the telephone will not be given a high priority. Some groups of users, such as business developers who travel, cannot access the self-service system and have complained that they are not receiving good service. What is the best way to resolve this situation?
OPTIONS
- Ensure that that groups of users such as business developers are given extra training on how to use the new system
- Establish a governance, risk, and compliance function to align the work of the service desk function with the organization’s governing body
- Introduce policy exceptions for users who have roles which lead to difficulty in accessing systems
- Assign a high priority to all incidents logged by business developers to ensure that they are not disadvantaged
ANSWER
Introduce policy exceptions for users who have roles which lead to difficulty in accessing systems
EXPLANATION
Policies should be developed to include flexibility. It is particularly important to provide flexibility in circumstances that are beyond the control of the people involved.
