SLA (Service Level Agreement) Key Components

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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?

Integral part of operations (C) Signup and view all the answers

What might be an exception to an SLA?

A long-standing customer's request (D) Signup and view all the answers

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

To ensure effective operation of organisations (B) Signup and view all the answers

What is the purpose of reviewing client support history?

To eliminate redundancy of recording the same problem (C) Signup and view all the answers

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 (D) Signup and view all the answers

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 (C) Signup and view all the answers

Who can request a review date for the Support requirement?

Both the client and the service provider (C) Signup and view all the answers

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

It helps in determining the appropriateness of service delivery (B) Signup and view all the answers

What is the outcome of reviewing client support history?

It enables easily identify the problems solved from the one in queue (C) Signup and view all the answers

What is the primary function of procedures in an organization?

To serve as guides to action (A) Signup and view all the answers

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

Business Critical System (C) Signup and view all the answers

What is the purpose of organizational guidelines in client support?

To prioritize client support requirements (D) Signup and view all the answers

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 (B) Signup and view all the answers

What is the role of policies in an organization?

To interpret the organization's philosophy and mission (C) Signup and view all the answers

What is the outcome of interrupting a Business Critical System?

Bankruptcy, frustration, disappointment, etc. (A) Signup and view all the answers

What is a necessary condition for effective communication?

Providing opportunities for feedback (A) Signup and view all the answers

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

Three (D) Signup and view all the answers

What is the focus of procedural feedback?

Effectiveness and appropriateness of task procedures (D) Signup and view all the answers

What is the primary emphasis of relational feedback?

Interpersonal dynamics within a group (B) Signup and view all the answers

What is an example of prescriptive feedback?

Providing advice on how to improve communication (C) Signup and view all the answers

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

Relational level (B) Signup and view all the answers

What is micro filing primarily used for?

Filing documents on computer storage medium (B) Signup and view all the answers

What type of feedback provides advice on behavior and communication?

Directive feedback (A) Signup and view all the answers

Why is providing effective feedback to employees important?

To address a pressing workplace issue (B) Signup and view all the answers

What is necessary for effective communication?

Opportunities for feedback (A) Signup and view all the answers

What type of feedback involves issues of effectiveness and appropriateness?

Task or procedural feedback (A) Signup and view all the answers