IT Service Management and Systems Audit
Which of the following is the main benefit of setting up a service desk as a single point of contact (SPOC) that receives all inquiries and failure reports from users?
- AUsers do not have to wonder whom to contact, and because all records of contacts are gathered in one place, it becomes easier to grasp the status of handling and trends
- BThe service desk resolves the root causes of all failures itself, so specialist engineers are no longer needed
- CThe number of inquiries itself falls and failures stop occurring
Show answer and explanation
Answer: A. Users do not have to wonder whom to contact, and because all records of contacts are gathered in one place, it becomes easier to grasp the status of handling and trends
The service desk is the single point of contact (SPOC) between users and the IT service provider. Users do not have to look for different contacts depending on the matter, and since everything received is recorded, the progress of handling can be managed and the records can be used to analyze incident trends. Matters that the service desk cannot resolve are handed over to specialist technical teams.
- A. Correct. There is a single contact, and records are gathered so that the situation is easy to grasp.
- B. Matters the service desk cannot resolve are handed to specialist technical teams, so specialist engineers are still needed.
- C. Having a single contact does not make inquiries or failures themselves disappear.
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