2.0 Strategy and Policy

Question 1

2.1.1 - What are the 6 ways to promote the image of the support center (DKPDAO)?

Answer 1

• Delivering consistent, quality greeting and closing
• Keeping customers advised of he steps being taken to resolve their incidents or SRs
• Providing customers with accurate information
• Delivering consistent, professional results
• Being aware of how personal conduct outside of the work environment could affect the Orgs image
• Taking ownership, even when you do not have a ready answer

Question 2

2.2.1 - Define Policy

Answer 2

Policies define what is or is not permitted within an organization. A policy establishes expectations and limitations related to behavior.

Question 3

2.2.2 - Adhering to organization policies is important because (EPPH)?

Answer 3

> Encourages consistent behavior throughout the support center

> Provides a framework for the delivery consistent service

> Protects the organization against legal action

> Helps protect the organization and customers’ proprietary information and other assets

Question 4

2.2.3 - List the purpose of organizational policies (PDPS)

Answer 4

> Provide clear definitions of boundaries within which to work

> Define what is acceptable and unacceptable employee behavior

> Provide guidelines for dealing with unacceptable behavior

> Set customer expectations

Question 5

2.3.1 - The support center is responsible for (BPDEE):

Answer 5

> Being cost-effective by responding to customer incidents and SRs in a timely, efficient manner

> Providing support center employees with training so they deliver knowledgeable support while satisfying customer expectations.

> Delivering consistent, quality support while following the guidelines of the organization and adhering to the terms of any relevant SLAs

> Ensuring the customer is supported in a respectful, courteous, and positive manner

> Ensuring the support professional knows and understands the conditions of any relevant SLAs

Question 6

2.3.2 - The role of the support center is to (SEC):

Answer 6

1 Serve as the single-point-of-contact (SPOC) for end users and the business

2 Executes or facilitates the incident management and request fulfillment processes

3 Communicates with user in terms of providing information , advice, and guidance

Question 7

2.3.3 - The support center provides value to the organization by (IIIERI)

Answer 7

> Improved customer service satisfaction with IT services

> Increased accessibility through a single organizational point of contact (SPOC)

> Improved teamwork and communication

> Enhanced focus and proactive approach to service provisioning

> Reduced negative impact on the business through improved restoration times and reduction in interruptions leading to the improvement in business productivity

> Improved usage of IT support resources and increased productivity of business personnel