course hero which of these is not one of the four goals of incident management?

What are the goals of incident management?

ITIL®‘s version of the goals of incident management. According to the latest version of ITIL®, the goal of incident management is “…to restore normal service operation as quickly as possible and minimize the adverse impact on business operations…”¹ So there are really two goals mentioned: to restore as quickly as possible and to minimize impact.

Should the goal of resolving incidents as rapidly as possible be eliminated?

For incidents of type 2, minimizing impact is a sufficient goal, whereas restoring services as rapidly as possible is not always desirable, given the context of other work that is currently ready to be performed. I would recommend, then, that the goal of resolving incidents as rapidly as possible be eliminated. It is not a goal in and of itself.

What is the impact of an incident?

An incident causes the server platform used to run the service to fail on the 1st day of the month. Most organizations would consider the impact of such an incident to be quite high, although the initial urgency of that incident is quite low. Fig. 2: A type 2 incident.

What is feedback from users, other support agents, and supervisors?

What should a support agent use in order to educate users?

What does commitment to customer service excellence mean?

Should a support agent be honest?

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Help Desk Chapter 2 Review Quiz - Quizizz

Q. 16. “I can give you a workaround for this problem, then later we can diagnose the cause of the problem so you don’t encounter it again.” is an example of ____.

PC Helpdesk Ch 2 Flashcards | Quizlet

Study with Quizlet and memorize flashcards containing terms like Blog, Customer Service Ethic, Difficult Client and more.

Chapter 2- Customer Service Skills For User Support Agents

True. Communication skills are more often difficult for a new help desk agent to learn than technical skills or business skills. False. Customer satisfaction with a support incident is more directly related to the solution to a problem than to the communication skills a support agent uses.

Chapter 2: Customer Service Skills For User Support Agents - Quizlet

A support agent who feels that a user needs substantial assistance with the organization of files on his or her computer system should ____. a. indicate how upset he or she is with the user's file organization

Chapter 2: Customer Service Skills For User Support Agents – Flashcards

When a support agent does not know the answer to a question, a good incident management strategy is to tell the user ____. a. the support agent will research the question and get back to the user b. the support agent doesn't know and nobody else does either c. the question isn't as important as other questions d. to call back later when a different agent is available

What is feedback from users, other support agents, and supervisors?

Feedback from users, other support agents, and supervisors is useful information for a support agent who wants to develop a personal incident management strategy.

What should a support agent use in order to educate users?

In order to educate users, a support agent should use technical terms and explanations in communications with users.

What does commitment to customer service excellence mean?

A commitment to customer service excellence means the customer is always right.

Should a support agent be honest?

A support agent should always be honest in every response to a user's questions.

What is the goal of incident management?

According to the latest version of ITIL ®, the goal of incident management is “…to restore normal service operation as quickly as possible and minimize the adverse impact on business operations…”¹ So there are really two goals mentioned: to restore as quickly as possible and to minimize impact. But, from a customer or user perspective, is it necessary to articulate more than the second goal? If we succeed in minimizing the impact of an incident on the business, are we not, by definition, resolving that incident as rapidly as possible? This might sound like quibbling, but there are some important points that depend on the distinction between these two goals.

What is the goal of minimizing impact on customers?

In conclusion, for incidents of type 1 the goal of minimizing impact on customers automatically implies resolving the incident as rapidly as possible. For incidents of type 2, minimizing impact is a sufficient goal, whereas restoring services as rapidly as possible is not always desirable, given the context of other work that is currently ready to be performed. I would recommend, then, that the goal of resolving incidents as rapidly as possible be eliminated. It is not a goal in and of itself. Rather, it is a strategy or a technique that is used to achieve the true goal of incident management, but only for certain incidents. Let us then use this window of opportunity to improve the flow of all our work and get a maximum of benefit from Kanban.

Why are incidents considered expedited?

Since incidents are always unplanned, they will have a tendency to be treated as expedited, from a cost of delay perspective (see my posting Priority, Cost of Delay and Kanban for the concept of cost of delay). Because they represent work that is both pushed and not respecting any limits to work in progress , incidents can drag down the gains in performance that we typically see when using Kanban.

What is the second goal of minimizing business impact?

For incidents of type 1, it should be clear that meeting the second goal of minimizing business impact automatically means meeting the first goal of restoring normal service as rapidly as possible. But this is not true for incidents of the second type.

Is it normal to handle incidents?

Other incidents could even be handled as normal from a cost of delay perspective. The fact of the matter is that resolving an incident is not always the single most important thing to do to support your customers. Over the years, I have often heard explanations from people as to why they have not been working on incidents that have been assigned to them, preferring to work on other tasks. Sometimes, these people simply do not understand the importance of an available service. But other times, their explanations make a lot of sense. In other words, they have adequately assessed all the work in their backlog and have determined that their customers will derive the most value from some work other than resolving an incident. The only argument to be made against such decisions is based on company policies, such as a policy stating that incident handling always takes priority over other types of work. Having such policies might have historical reasons for their existence. But they are fundamentally performing a disservice, if they mean that work of lesser cost to customers takes priority of work of higher cost to customers.

How many activities are in the National Preparedness Goal?

The National Preparedness Goal describes five mission areas — prevention, protection, mitigation, response and recovery — and 32 activities, called core capabilities, that address the greatest risks to the nation.

What is the National Preparedness Goal?

The National Preparedness Goal defines what it means for the whole community to be prepared for all types of disasters and emergencies. The goal itself is succinct: “A secure and resilient nation with the capabilities required across the whole community to prevent, protect against, mitigate, respond to, and recover from the threats and hazards ...

What is feedback from users, other support agents, and supervisors?

Feedback from users, other support agents, and supervisors is useful information for a support agent who wants to develop a personal incident management strategy.

What should a support agent use in order to educate users?

In order to educate users, a support agent should use technical terms and explanations in communications with users.

What does commitment to customer service excellence mean?

A commitment to customer service excellence means the customer is always right.

Should a support agent be honest?

A support agent should always be honest in every response to a user's questions.