問36
頻出度★★★
サービスデスクの業務改善に関する記述のうち, 最も適切なものはどれか。
令和5年度 ITパスポート試験 問36
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 36
- ア
正解 Improving service desk operations starts first with 'measuring' the current situation. Option ア records and analyzes the content of inquiries received, the responses, the time spent, and so on. This makes it quantitatively visible which kinds of inquiries are common, where responses take a long time, and which items should be turned into FAQs, so improvement measures can be decided on an objective basis. Because it captures the starting point of the PDCA cycle of record, analyze, and improve, it is the most appropriate description.
Incorrectイ
For inquiries about failures, the service desk's role (incident management) is to quickly present a temporary workaround (provisional response) that keeps the user's work from stopping. Investigating the root cause and considering a permanent solution belong to problem management, and the two are different things. A setup that does 'not present' a temporary measure and instead concentrates on the root cause makes users wait and prolongs the business impact, so it is inappropriate.
Incorrectウ
In principle, the service desk should be a single point of contact (a single inquiry destination) for users. If the counters are divided too finely by type, users get confused about where to make contact, are easily passed around from place to place, and the convenience of making inquiries actually decreases. 'Dividing as finely as possible' is not an improvement but counterproductive.
Incorrectエ
It is appropriate to prioritize inquiries according to the importance and urgency of their content. If responses are given in the order received regardless of importance, a serious failure that halts business could be pushed behind minor inquiries. It mistakes 'fairness' for strictly enforcing first-come order, so it is inappropriate as an improvement.
ここがポイント
- Improving service desk operations means recording and analyzing inquiry content, responses, and handling time, and improving based on objective data (no improvement without measurement).
- The service desk is a single point of contact (SPOC) that performs provisional responses promptly and prioritizes by importance and urgency. Investigating root causes is the role of problem management and should be distinguished.
用語