29 Questions
What is typically included in a Service Level Agreement (SLA)?
Response-time guarantees and equipment support
Why might a company choose to support a customer outside the parameters of their SLA?
To ensure customer satisfaction and maintain relationships
What is the purpose of documenting client support needs with IT problems?
To record client support needs with IT problems
What is the role of IT in modern organisations?
Integral part of operations
What might be an exception to an SLA?
A long-standing customer's request
What is the goal of determining and addressing client support issues?
To ensure effective operation of organisations
What is the purpose of reviewing client support history?
To eliminate redundancy of recording the same problem
Why is reviewing client support history important for a Help Desk IT professional?
To overcome the main challenges faced while working as a Help Desk IT professional
What is the benefit of reviewing client support history in finding previously logged problems?
It enables to find easily how the previously logged problem is solved
Who can request a review date for the Support requirement?
Both the client and the service provider
What is the significance of setting a review date for the Support requirement?
It helps in determining the appropriateness of service delivery
What is the outcome of reviewing client support history?
It enables easily identify the problems solved from the one in queue
What is the primary function of procedures in an organization?
To serve as guides to action
What is the most critical factor in prioritizing client requests in an organization?
Business Critical System
What is the purpose of organizational guidelines in client support?
To prioritize client support requirements
What are the categories used to rate tasks in the prioritization method?
Important and urgent, important and not urgent, not important but urgent, not important and not urgent
What is the role of policies in an organization?
To interpret the organization's philosophy and mission
What is the outcome of interrupting a Business Critical System?
Bankruptcy, frustration, disappointment, etc.
What is a necessary condition for effective communication?
Providing opportunities for feedback
According to Key ton (2002), how many forms of feedback are there?
Three
What is the focus of procedural feedback?
Effectiveness and appropriateness of task procedures
What is the primary emphasis of relational feedback?
Interpersonal dynamics within a group
What is an example of prescriptive feedback?
Providing advice on how to improve communication
At which level of feedback is information about relationships within a group provided?
Relational level
What is micro filing primarily used for?
Filing documents on computer storage medium
What type of feedback provides advice on behavior and communication?
Directive feedback
Why is providing effective feedback to employees important?
To address a pressing workplace issue
What is necessary for effective communication?
Opportunities for feedback
What type of feedback involves issues of effectiveness and appropriateness?
Task or procedural feedback
Test your understanding of the essential elements of a Service Level Agreement (SLA), including response-time guarantees, equipment and software support, and maintenance and cost policies. Evaluate your knowledge of the exceptions and rules that govern SLAs.
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