問39
頻出度★★★
サービスデスクを評価するためには適切なKPIを定めて評価する必要がある。顧客満足度を高めるために値が小さい方が良いKPIとして，適切なものだけを全て挙げたものはどれか。 a SLAで合意された目標時間内に対応が完了したインシデント件数の割合 b 1回の問合せで解決ができたインシデント件数の割合 c 二次担当へエスカレーションされたインシデント件数の割合 d 利用者がサービスデスクの担当者につながるまでに費やした時間
令和6年度 ITパスポート試験 問39
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 39
Incorrectア
Both a and b are KPIs where a larger value is better. KPI a is the proportion handled to completion within the SLA target time (the higher it is, the better the agreement is kept), and b is the proportion resolved with a single inquiry (the higher the first-line resolution rate, the better), so they do not meet the condition that a smaller value is better.
Incorrectイ
KPI d (waiting time) is better when smaller, so it meets the condition, but a is the proportion completed within the target time, a KPI that is better when larger. As soon as it includes a, this option is wrong.
Incorrectウ
KPI c (the escalation proportion) is better when smaller, so it meets the condition, but b is the proportion resolved with a single inquiry, a KPI that is better when larger. As soon as it includes b, this option is wrong.
- エ
正解 Among the KPIs for raising customer satisfaction, the ones where a smaller value is better are c and d. KPI c, the proportion of incidents escalated to second-line staff, represents the share that the service desk (the first point of contact) could not resolve on its own and passed up to a higher level; the smaller it is, the stronger the first-line resolution capability, which is desirable. KPI d, the time a user spends until being connected to a staff member, is waiting time; the shorter (smaller) it is, the less stress the user feels and the higher the satisfaction. Therefore エ, which lists c and d, is the correct answer.
ここがポイント
- When evaluating service desk KPIs, distinguish between indicators that are better when larger (first-line resolution rate, SLA achievement rate) and indicators that are better when smaller (waiting time, escalation rate).
- The lower the escalation rate and the waiting time until a response, the higher the service desk's responsiveness and customer satisfaction.
用語