問29
頻出度★★★
サービスデスクに関する説明として, 適切なものはどれか。
平成25年度 秋期 ITパスポート試験 問29
マネジメント系サービスマネジメント › サービスマネジメントシステム
This question's explanation and your answers so far.
解説
問 29
Incorrectア
Automated-response mechanisms such as FAQ sites, chatbots, and interactive voice response (IVR) are indeed often used alongside a service desk to reduce its workload, but they are no more than one possible means. Having human operators respond individually by telephone or email is just as standard, and there is no mandatory requirement that a service desk must be an automated-response mechanism.
Incorrectイ
A service desk can be set up in-house, or the work can be entrusted to an outside specialist provider, that is, outsourced. There are many real cases of outsourcing, done to achieve 24-hours-a-day, 365-days-a-year coverage or multilingual support while holding costs down. Asserting that the work is never outsourced is therefore wrong.
- ウ
正解 The correct answer is ウ. A service desk is an organization that acts as the single point of contact (SPOC) for receiving inquiries from system users, questions about how to operate a system, reports of failures, and so on; it is a function within Service Operation in ITIL. Its greatest aim is this unification into one window: users do not have to wonder where to ask, and can simply contact the service desk first. Besides telephone and email, several means of reception are used, such as web forms and chat. What is received is recorded, and cases that cannot be solved by the desk itself are escalated to a specialist department. Choice ウ, accepting inquiries about matters such as system operation methods via email or telephone, states exactly this role and this form of reception, so it is appropriate.
Incorrectエ
Classifying the work into inbound, which receives calls such as orders, and outbound, which makes calls such as sales calls, is a description of a call center, that is, telemarketing. The purpose of a service desk is to support the users of the IT services its own company provides, and it does not include outgoing calls made for sales purposes. This choice mistakes both the scope and the purpose.
ここがポイント
- Service desk = the single point of contact (SPOC) that receives inquiries and failure reports from users. It records them and handles first-line response, and escalates cases it cannot solve to a specialist department.
- Distinguish a service desk from a call center. A call center leans toward sales-oriented work such as order taking and selling, and is classified into inbound and outbound, whereas the purpose of a service desk is to support the users of IT services. Neither the way a service desk is set up (in-house or outsourced) nor its means of reception (telephone, email, web) is limited to any one option.
用語