SLA (Service Level Agreement) Key Components
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Questions and Answers

What is typically included in a Service Level Agreement (SLA)?

  • Company business rules and management reviews
  • Employee salaries and benefits
  • Customer-relations training and development
  • Response-time guarantees and equipment support (correct)

    • Why might a company choose to support a customer outside the parameters of their SLA?

  • To upgrade the customer's service level
  • To avoid penalty fees
  • To follow company business rules
  • To ensure customer satisfaction and maintain relationships (correct)

    • What is the purpose of documenting client support needs with IT problems?

  • To track employee performance
  • To provide customer-relations training
  • To record client support needs with IT problems (correct)
  • To identify areas for IT improvement

    • What is the role of IT in modern organisations?

    <p>Integral part of operations</p> Signup and view all the answers

    What might be an exception to an SLA?

    <p>A long-standing customer's request</p> Signup and view all the answers

    What is the goal of determining and addressing client support issues?

    <p>To ensure effective operation of organisations</p> Signup and view all the answers

    What is the purpose of reviewing client support history?

    <p>To eliminate redundancy of recording the same problem</p> Signup and view all the answers

    Why is reviewing client support history important for a Help Desk IT professional?

    <p>To overcome the main challenges faced while working as a Help Desk IT professional</p> Signup and view all the answers

    What is the benefit of reviewing client support history in finding previously logged problems?

    <p>It enables to find easily how the previously logged problem is solved</p> Signup and view all the answers

    Who can request a review date for the Support requirement?

    <p>Both the client and the service provider</p> Signup and view all the answers

    What is the significance of setting a review date for the Support requirement?

    <p>It helps in determining the appropriateness of service delivery</p> Signup and view all the answers

    What is the outcome of reviewing client support history?

    <p>It enables easily identify the problems solved from the one in queue</p> Signup and view all the answers

    What is the primary function of procedures in an organization?

    <p>To serve as guides to action</p> Signup and view all the answers

    What is the most critical factor in prioritizing client requests in an organization?

    <p>Business Critical System</p> Signup and view all the answers

    What is the purpose of organizational guidelines in client support?

    <p>To prioritize client support requirements</p> Signup and view all the answers

    What are the categories used to rate tasks in the prioritization method?

    <p>Important and urgent, important and not urgent, not important but urgent, not important and not urgent</p> Signup and view all the answers

    What is the role of policies in an organization?

    <p>To interpret the organization's philosophy and mission</p> Signup and view all the answers

    What is the outcome of interrupting a Business Critical System?

    <p>Bankruptcy, frustration, disappointment, etc.</p> Signup and view all the answers

    What is a necessary condition for effective communication?

    <p>Providing opportunities for feedback</p> Signup and view all the answers

    According to Key ton (2002), how many forms of feedback are there?

    <p>Three</p> Signup and view all the answers

    What is the focus of procedural feedback?

    <p>Effectiveness and appropriateness of task procedures</p> Signup and view all the answers

    What is the primary emphasis of relational feedback?

    <p>Interpersonal dynamics within a group</p> Signup and view all the answers

    What is an example of prescriptive feedback?

    <p>Providing advice on how to improve communication</p> Signup and view all the answers

    At which level of feedback is information about relationships within a group provided?

    <p>Relational level</p> Signup and view all the answers

    What is micro filing primarily used for?

    <p>Filing documents on computer storage medium</p> Signup and view all the answers

    What type of feedback provides advice on behavior and communication?

    <p>Directive feedback</p> Signup and view all the answers

    Why is providing effective feedback to employees important?

    <p>To address a pressing workplace issue</p> Signup and view all the answers

    What is necessary for effective communication?

    <p>Opportunities for feedback</p> Signup and view all the answers

    What type of feedback involves issues of effectiveness and appropriateness?

    <p>Task or procedural feedback</p> Signup and view all the answers

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