HDI 5 Process and Procedure
List the steps for putting a customer on hold.
1. Ask the customer for permission. 2. Provide a valid reason why. 3. Give the customer a reasonable time frame to expect someone to return to the call. 4. Wait for a response—remember that the customer's perception of hold time is much greater than the actual hold time. 5. Thank the customer for holding when you return to the call.
List the steps of the communication process.
1. Idea/Concept - feelings, emotions, or a motivation to act 2. Encoding - the selection of the appropriate words to best express a given thought or concept 3. Transmission - the brain sends a signal to the vocal cords and the mouth to speak 4. Receiving - sound waves are received as electrical impulses by the receiver 5. Decoding - the brain processes the message 6. Interpretation - the most critical step in the process, this is when the person receiving the message puts meaning behind it
List the steps for providing live status updates to customers.
1. Identify yourself and your support center. 2. Specify the incident to which you are referring. 3. Describe the current status of the incident. 4. Mention the next steps or tasks scheduled, the time frame, and the next status update. (Note: It is not acceptable to say that you will only call when you have found something.) 5. Document tasks that are required of the customer and those that are required of the support center.
Explain the steps for leaving a voicemail status update.
1. Leave your name, the date and time of the call, and your contact information (including organization and support center). 2. Provide a reference number. 3. State the purpose of the call. 4. Provide an updated status concerning the incident or service request and reset the customer's expectations. 5. Describe any action requested from the customer, or provide details on the next steps planned by the support center.
List the steps for transferring a call.
1. Let the customer know the reason for the transfer and get the customer's agreement. 2. Ensure that the customer has your name and number in the event the call does not transfer successfully. 3. Place the customer on hold while calling the receiving party. 4. Explain the circumstances of the call and transfer all relevant information so that the customer will not have to repeat him/herself. 5. Verify that the receiving party is able to assist. 6. Connect the customer to the receiving party in a three-way call and introduce the customer.
List the steps for closing a call.
1. Summarize—use the customer's name and summarize the incident or service request's resolution. Confirm that the incident/service request has been resolved to the customer's satisfaction. 2. Ask if the customer has any other questions. 3. Thank the customer—use a standard closing and thank the customer for contacting the support center. 4. Allow the customer to hang up first. 5. Document—provide written confirmation to the customer and update the incident or service request documentation with the appropriate information.
List steps to disengage from a customer who refuses to disengage.
1. Use closed-ended questions to steer the call toward closure. 2. Set the expectation for the next contact. 3. Recap the customer's actions. 4. Recap the support center's actions (i.e., the steps taken). 5. Thank the customer, say goodbye and mean it; however, allow the customer to hang up the phone first. 6. Provide the customer with written documentation of the incident.
Explain the purpose of the Problem Management process.
A Problem Management process is responsible for managing the lifecycle of all problems. The purpose of the Problem Management process is to: • Prevent problems and resulting service disruptions from occurring • Improve service availability by eliminating recurring incidents • Minimize the impact of incidents that cannot be prevented • Ensure that the information about problems and workarounds is maintained • Ensure that the problem resolution is implemented through the appropriate Change and Release processes
Identify common metrics a SCA needs to understand for Problem Management.
A SCA needs to understand the following common metrics for Problem Management: • Number of incidents linked (or not linked) to problems • Number of times workarounds or fixes are used
Identify common metrics a SCA needs to understand for Request Fulfillment.
A SCA needs to understand the following common metrics for Request Fulfillment: • Customer satisfaction with the handling of service requests • Support center performance to service level targets for Request Fulfillment
Define a change.
A change is the addition, modification or elimination of an authorized, planned or supporting service (component) and its related documentation.
Define a filter.
A filter is an internal bias or personal viewpoint based on one's experiences, values, culture, education level, language difference, or geography. Filters often lead to miscommunication and can affect communication negatively.
Define known error.
A known error is when there is a fix for the problem and/or workaround and the cause is known.
Define problem.
A problem is the unknown cause of one or more incidents.
Define procedure.
A procedure is a documented set of steps required to produce a desired result.
Explain the value of a service catalog.
A service catalog defines the scope of what is supported and not supported within the organization. The service catalog: • Supports the sale and delivery of services • Helps set expectations • Markets and promotes the value of the support organization to the business
Define service catalog.
A service catalog is a repository that contains information about IT deliverables, prices, contact points, ordering and request processes. It is a database or a structured document with information about all live IT services. Customers use the service catalog to understand what IT services are available, the costs of service, and how to procure the services. The service catalog supports the "sale and delivery" of IT services.
Explain the purpose of a service level agreement (SLA).
A service level agreement (SLA) is an agreement between the customer and the support center. It: • Ensures that the level of service provided meets the business needs • Sets and manages customer expectations for the level of services provided • Ensures that all the internal organizations and third parties (suppliers) that provide the services understand the level of service required by the business via Operating Level Agreements (OLA) and Underpinning Contracts (UC). SLAs are documents that should be reviewed on a regular basis and updated as necessary.
Define service request.
A service request is a request from a user for information, advice, a standard change or access to an IT service.
Identify the characteristics of excellent customer service.
Actively listening to the customer • Demonstrating empathy and acknowledging an understanding of emotions • Realizing that customer's needs and expectations may change, and remaining flexible in order to meet those expectations while working within the organization's guidelines • Proactively keeping customers informed of status through phone, Web, or e-mail updates • Taking initiative to resolve incidents, going above and beyond ordinary effort when necessary • Proactively following-up with a customer to ensure a solution remains successful • Delivering an extra measure of service when expectations have been missed in the past (e.g., knowledge transfer, productivity tip, etc.)
Explain the value of an Access Management process.
An Access Management process increases confidentiality, integrity, and availability of information through policies defined by Security Management. It provides an effective mechanism for audit purposes
Define operational level agreement (OLA).
An operational level agreement (OLA) documents the agreements between the IT service provider and other parts of the organization which supports the delivery of services to the business. It defines roles, responsibilities, and expectations between internal groups to ensure alignment to the SLA.
Explain the purpose of an underpinning contract (UC).
An underpinning contract defines the roles, responsibilities, and expectations between those third parties (suppliers) and the service provider to ensure alignment to the SLA.
Define incident.
An unplanned interruption to an IT service, or a reduction in the quality of an IT service. A failure of a configuration item (CI) which may cause an interruption or reduction in the quality of service.
Explain the difference between assertiveness, aggressiveness, and passiveness.
Assertiveness: • Demonstrates knowledge of your rights and the rights of others • Demonstrates respect for the rights of all • Is generally the healthiest attitude Aggressiveness: • Demonstrates a disregard for the rights of others • Generally results in confrontation and elevated stress Passiveness: • Demonstrates respect only for others' rights • Can result in elevated levels of stress
Define Information Technology Service Management (ITSM).
Information Technology Service Management (ITSM) is a set of specialized organizational capabilities for providing value to customers in the form of services.
Explain creative thinking and why it is important for problem solving.
Creative thinking is the ability to think "outside the box". Creative thinking is important for problem solving because it: • Provides additional perspectives, such as identifying points of failure that may be causing a problem • Helps identify more options for resolving an issue • Can improve the ability to meet the unique needs of each customer
Explain critical thinking and why it is important for problem solving.
Critical thinking is the ability to analyze and critique in order to redesign, remodel and make better. Critical thinking is important for problem solving because it: • Helps the analyst identify points of failure that may be causing a problem • Aids an analyst in identifying weaknesses in a proposed solution, and where it can be made better Critical thinking requires active listening as well as listening with empathy.
Define customer competency.
Customer competency is the customer's ability to understand and perform a task.
Describe the ITIL service lifecycle concept.
ITIL Information Technology Infrastructure Library (ITIL) is one framework to achieve ITSM. It is based on a service life-cycle approach and consists of five phases: • Service Strategy - provides policy and guidance • Service Design -designs new and changed services to meet business needs • Service Transition - builds, tests, and prepares services for transition to live operation • Service Operation - delivers and supports services in operation • Continual Service Improvement - measures effectiveness and efficiency, and suggests opportunities to improve
Explain the difference between empathy and sympathy.
Empathy: identification with and understanding of another's situation, feelings, and motives. Sympathy: (1) (a) A relationship between people or things in which whatever affects one correspondingly affects the other, (b) Mutual understanding or affection; (2) A feeling or expression of pity or sorrow for the distress of another; (3) Harmonious agreement/ accord.
Identify reasons for escalation.
Escalating an incident or service request is appropriate when: • You have exhausted your resources. -- You have exhausted your skills, expertise, and available resources, and additional technical expertise is required -- Deskside support is required • The impact of the incident upon the customer's business is high/critical. -- No existing workaround is available -- The incident or service request has a critical impact on the business • The customer is abusive or demands it. • The SLA dictates an escalation. -- An incident or service request is approaching breach of a service level commitment or exceeds that commitment
Explain the responsibility of the support center analyst in the CSI process.
In the CSI process, the support center analyst is responsible for being accurate and providing realtime, accurate documentation of incidents and service requests.
Describe the responsibilities of the support center analyst in the Change Management process.
In the Change Management process, the support center analyst is responsible for following the Change Management process for all changes.
Describe the responsibilities of the support center analyst in the Problem Management process.
In the Problem Management process, the support center analyst is responsible for ensuring there is correct documentation for problem records.
Describe the responsibilities of the support center analyst in the Request Fulfillment process.
In the Request Fulfillment process, the support center analyst is responsible for: • Performing all activities within the process as documented • Serving as a liaison with other groups as necessary to coordinate the fulfillment of requests
Explain Knowledge- Centered Support (KCS).
KCS is a set of practices and processes that focuses on knowledge as a key asset. This methodology maximizes the return on investment for knowledge for the organization.
Define Knowledge Management.
Knowledge Management is the capture, structure, and reuse of knowledge in an organization.
Identify methods for distributing customer satisfaction surveys.
Methods for distributing and completing customer satisfaction surveys include: • E-mail • Phone interviews • Internet, Web-based surveys • In-person interviews • Regular mail • Satisfaction follow-up cards left by service technicians • CTI and ACD systems
Describe the three most common types of surveys and the importance of each type.
Ongoing incident surveys are: • Completed as soon as possible after a call is closed • Typically short (e.g., 3-6 questions) and can be completed quickly • Used to measure the quality of a specific incident resolution • Used to monitor customer satisfaction between annual surveys and measure the impact of changes to processes, products, or services Annual or periodic surveys are: • Planned and scheduled on a periodic basis (e.g., annually) • Used to evaluate overall satisfaction levels with the support center's products, service offerings, and staff • Use to identify changes to products, services, and processes that customers feel would improve their relationship with the support center and better meet their needs • Based on the customer's perception of the company over the last year or period • Typically skewed to emphasize recent experiences One-time surveys are: • Not completed at regularly scheduled intervals • Conducted for a specific purpose • Appropriate for evaluating satisfaction levels with current products and service offerings or for identifying changes that customers feel are important
Explain the difference between open-ended and closed-ended questioning.
Open-ended questioning: • Invites elaboration or narrative • Is intended to draw out information Closed-ended questioning: • Seeks "yes," "no," or limited responses • Focuses on the customer • Is intended to validate or obtain specific information • Is used to control a conversation
Define paraphrasing.
Paraphrasing means to repeat what the customer said in your own words in order to: • Give the customer the chance to agree or disagree with your understanding • Show the customer that you are listening and that you understand
Identify considerations for setting priority levels.
Priority levels are normally based on: • Impact -- The extent of deviation from the normal service level, in terms of: »» Number of users affected »» Business processes impacted -- On the business or revenue -- On stipulations in the SLA • Urgency -- The acceptable delay to the user or business process in resolving the incident
Define quality assurance (QA)
Quality assurance (QA) is a systematic way of ensuring that all the activities necessary to design, develop, and implement services that satisfy the requirements of the organization and of customers take place as planned
List and explain the activities of the Request Fulfillment process.
Request Fulfillment is very similar to the Incident Management process, though Requests are conceptually planned/scheduled, whereas incidents are typically unplanned. The activities of Request Fulfillment are: • Logging requests • Determining if any other approvals are necessary, if so, forward for approval • Following appropriate procedures for request (assumes each type of request is defined)
List the value of the Request Fulfillment process.
Request Fulfillment provides value by: • Reducing downtime and cost for users via effective and efficient fulfillment of service requests • Prioritizing requests based on business goals/ alignment
Explain how to use silent time effectively.
Silent time, when an analyst is on the phone with a customer and no problem solving is taking place (e.g., waiting for the customer's computer to reboot), can be used to: • Complete your current incident including documentation, investigation, and follow-up • Build rapport by engaging in informal communication • Train the customer in order to raise their level of competency • Review the incident's history • Communicate with the customer regarding new releases or new service offerings
Explain the purpose of the Request Fulfillment process.
The Request Fulfillment process is designed to deal with service requests (e.g., standard changes from users, Installations, Moves, Adds, Changes (IMAC), How to Questions that are handled by the support center).
Explain the value of the CSI process.
The CSI process provides value with ongoing assessments of how well the services and processes meet the business needs and identifies adjustments to ensure that they continue to meet the business needs.
Explain the purpose of the Release and Deployment Management process.
The Release and Deployment Management process is responsible for protecting the integrity of IT services and the IT infrastructure through careful assessment and execution of technical and non-technical aspects of a release. The primary objectives of Release and Deployment Management are to: • Ensure technical and non-technical aspects of a release are considered • Ensure there is minimal unpredicted impact to the business from releases
Explain the purpose of the Service Asset and Configuration Management process.
The Service Asset and Configuration Management process is responsible for protecting and ensuring the integrity of the information about the assets and configurations within the organization. The primary objectives of Service Asset and Configuration Management are to: • Provide a logical model of the IT infrastructure • Control and maintain accurate information about service components • Provide valuable information for decision making to other ITSM process areas
Explain the service level management (SLM) process.
The Service Level Management (SLM) process is responsible for defining, documenting, agreeing, monitoring, measuring, reporting, and reviewing the levels of IT services provided. The purpose of the Service Level Management (SLM) process is to: • Ensure that specific and measurable targets are developed for all IT services • Monitor and improve customer satisfaction • Improve the relationship and level of communication with the business and customers • Identify and initiate improvement initiatives
Explain the objective of Information Technology Service Management (ITSM).
The objective of Information Technology Service Management (ITSM) is to deliver value to customers and the business in the form of services.
Explain the purpose of the Incident Management process.
The primary goal of the Incident Management process is to restore normal service operation as quickly as possible and thus minimize the impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained. 'Normal service operation' is defined as service operation within service level agreement (SLA) limits.
Explain the purpose of a Change Management process.
The purpose of a Change Management process is to respond to business requests (changes) in a timely and cost-effective manner. Change Management needs to ensure that all changes are recorded, assessed, prioritized, planned, tested, implemented and documented in a controlled manner.
Explain the purpose of best practices in a service management environment.
The purpose of a best practice in the service management environment is to achieve better business results by utilizing proven industry practices.
Explain the purpose of an Access Management process.
The purpose of an Access Management process is to manage access requests in a manner that meets the business needs. Access Management procedures are based on the security and availability policies.
Explain the purpose of the Continual Service Improvement (CSI) process.
The purpose of the Continual Service Improvement (CSI) process is to ensure that the services, processes, and lifecycle phases of the service provider continue to meet the needs of the business.
Describe the responsibilities of a support center analyst in the SLM process.
The responsibilities of the support center analyst in the SLM process are to: • Work within the parameters of the service level agreements for resolving incidents and fulfilling requests • Identify where services can better meet the business needs
Describe the responsibility of the support center analyst in the Access Management process.
The responsibility of the support center analyst in the Access Management process is to ensure that the process/procedures are followed.
Describe the responsibility of the support center analyst in the Security Management process.
The responsibility of the support center analyst in the Security Management process is to follow security policies and procedures and to understand the procedure for reporting any security related incidents.
Define service desk
The service desk is a functional unit with specialized resources and capabilities. In many organizations, the service desk refers to the support center.
Describe the role of the support center analyst in the Release and Deployment Management process.
The support center analyst needs to understand their role in the release management process as defined by their organization.
List the value of a SLM process.
The value of a SLM process is to: • Improve communication via a collaborative business-centric focus • Serve as a liaison between the IT Service Provider and the business • Manages customer expectations and assure that expectations are realistic and achievable • Ensure that the organization is capable of meeting the defined service levels • Identify areas for improvement
Identify ways to adapt to customer competency levels.
To increase communication effectiveness, adapt to a customer's competency level by: • Asking open-ended questions initially to gain elaboration as well as an understanding of competency level • Actively listening to the words used in order to ascertain the customer's level of technical competency • Changing your vocabulary to mirror the level of the customer's terminology
Describe escalation.
Two types of escalation are possible in a support center: • Functional escalation • Hierarchical escalation
Describe how to match a customer's communication style.
Understanding the customer's level of proficiency • Matching the customer's vocal elements, if/when appropriate • Matching the customer's vocabulary • Using the same level of technical terminology as the customer
Define customer differentiating.
• 75% of customer satisfaction consists of meeting the customer's psychological needs • Only 25% of customer satisfaction consists of meeting the customer's business needs • Unresolved psychological issues can have a negative affect on incident solving and create customer dissatisfaction
Explain the responsibilities of the support center analyst with respect to ITSM best practices.
With respect to ITSM best practices. the support center analyst needs to understand that ITSM best practices exist and to understand which best practices apply to their organization.
Functional escalation
moving an incident or service request laterally to a specialist more appropriate to the incident
Hierarchical escalation
moving an incident or service request upwards to a higher authority
Identify signs that a conflict is developing.
• A change in the customer's rate, volume, tone of voice, or verbiage • The customer becomes withdrawn, gives little or no feedback • The use of words showing emotion such as: -- Tired of -- Displeased -- Need -- Frustrated -- Afraid -- "You guys" -- Always -- Never • The use of words indicating priority or severity such as: -- Important -- Critical -- As soon as possible (ASAP)
Identify techniques to reduce and eliminate conflict.
• Active listening • Let the person vent and refrain from interrupting the customer • Be empathetic • Be respectful • Offer assistance • Find a resolution or identify the next step • Remain positive and confident • Set and manage the customer's expectations • Use the person's name
Identify ways to encourage and/or praise incident solving attempts by the customer.
• Always focusing on positive aspects of steps taken • Praising their attempts without sounding condescending • Seeking clarification of any misunderstandings • Relating their actions to ones you have—or would have—taken in similar situations, to validate the customer's self-esteem and build a feeling of teamwork between you and the customer
Identify habits and situations to avoid when interacting with a customer.
• Asking the customer to repeat information that has already been documented • Continuing a separate conversation while answering a call • Expressing negative opinions about other people, teams, or departments • Background noise • Eating food or chewing gum • Extended hold times • Multiple transfers • Using acronyms, slang, regional expressions, and terms of endearment (e.g., "honey," "mate," and "dear") • Being drawn into an argument with a frustrated customer
Explain the principles of active listening.
• Be emotionally and physically prepared to listen • Do not interrupt • Pause before replying • Minimize distractions • Document and reference notes • Acknowledge and focus on the speaker with verbal prompts ("yes," "uh-huh," etc.) • Paraphrase for clarification • Repeat for verification • Listen for ideas and images, not just words
Explain the concept of good practices and best practices.
• Best Practice - obtain superior results • Good Practice - commonly accepted way of doing something
List the reasons for logging all incidents or service requests.
• Creates an audit trail of customer interactions • Provides volume and trending information for better staffing and scheduling • Provides call frequency information • Provides data that can be used to perform root cause analysis • Provides data for other team members who may be called upon to assist or who may encounter a similar situation in the future • Provides reusable content for a knowledge base • Allows the support center to create an information checklist or FAQ
List types of data that should be protected.
• Customer names and IDs • National ID numbers • Individual or corporate financial information • Personal information • Credit card numbers
Identify common metrics a SCA needs to understand for Incident Management.
• Customer satisfaction relating to incident handling • Support center performance to SLA targets for Incident Management
Explain the difference between deductive reasoning and inductive reasoning.
• Deductive reasoning—"focus on the facts"—is a step-by-step approach to solving problems, used when you are familiar with the problem area. -- Based on process of elimination -- Entails taking logical steps • Inductive reasoning—"based on intuition"—is an experimental approach used when the problem is unfamiliar. -- Based on trial and error -- Entails research
Describe the basic components of a service catalog.
• Description of catalog and scope • Vision and mission statements • Description of services • Value of services • Description of what business process the service supports/enables • How to order and receive the service • Contact information • Prices of service
Explain the value of implementing KCS in the support center.
• Drives efficiencies, effectiveness, and economy through well-defined processes that focus on the strategic reuse of knowledge within the organization • Is a methodology that reduces the impact of interruptions to the business • Is integrated with both the incident and problem management processes
Describe the purpose of quality assurance programs typically used in a support center.
• Ensure that the quality of service delivered meets the business requirement as identified in the SLA • Improve the level and quality of services to assure minimal impact from disruptions to the business • Recognize and reward teams and individuals • Develop coaching plans for all individuals and teams in the support center
Explain the value of having security policies.
• Ensures compliance with legal requirements • Addresses security with 3rd parties (suppliers) • Provides employees awareness of their responsibilities regarding security • Ensures security is designed into services, processes, and procedures
Explain the value of ITSM best practices.
• Ensuring that the services provided meets the business needs • Identifying areas for improvement • Ensuring consistent delivery of services • Improving individual and organizational performance, thus enhancing customer satisfaction
Explain why demonstrating confidence is important.
• Establishes credibility • Encourages repeat customers • Enhances the reputation of the support center • Increases customer satisfaction • Puts you in control of the situation
List other processes the support center may have some responsibilities for.
• Event Management • Problem Management • Change Management • Service Asset and Configuration Management • Release and Deployment Management • Service Level Management • Service Catalog Management • Availability Management • Capacity Management • IT Service Continuity Management
List common customer emotions or actions an analyst may have to deal with.
• Frustration • Anger • Defensiveness • Acting judgmental • Irritation • Impatience • Ignorance • Incorrect assumptions
List sources of IT best practices and support center framework models.
• HDI standards and best practices • KCS (Knowledge-Centered Support) • ITIL (Information Technology Infrastructure Library)
Explain the importance of documenting processes and procedures.
• Helps to ensure consistent service • Facilitates future handling of similar incidents • Creates a resourceful atmosphere by making information readily available to others for future reference • Enables new staff to become competent more quickly • Builds confidence for professional call handling • Encourages adherence to policies and procedures • Enables a support center to more readily adapt to change • Enables continuous improvement over time
Explain the value of monitoring programs
• Identifying areas of improvement within the support center processes • Identifying areas of improvement for individuals • Helping analyst understand the quality of the service delivered
List and explain the activities of the Incident Management process.
• Incident Identification - incident is reported • Incident Logging - incident is logged and time/ date stamped • Incident Categorization - incident is classified by type • Incident Prioritization - priority is assigned based on impact and urgency • Initial Diagnosis - search for match or workaround to attempt quick resolution and service restoration • Escalation - a transfer and/or notification to another team, individual, or management • Investigation and Diagnosis - activities undertaken identify a solution and/or workaround • Resolution and Recovery - solution is applied and service is restored • Closing - support center verifies with the user that the incident is resolved and the incident is documented correctly
List the processes that the support center is typically responsible for.
• Incident Management • Request Fulfillment • Access Management
Explain the importance of matching the customer's communication style.
• Increases comprehension and understanding • Increases the level of customer satisfaction • Increases the confidence of the customer in the analyst and the support center • Reduces call time
Identify the benefits of demonstrating empathy with the customer.
• Increases customer confidence in the support center • Creates rapport with the customer • Helps the customer focus and block out distraction • May result in the customer providing unsolicited, unexpected, and helpful information • May result in the incident being resolved quicker
List techniques for demonstrating confidence over the phone.
• Using words that convey assurance • Speaking in a positive tone of voice • Smiling when on the phone • Using your available resources • Identifying the next steps needed for resolution • Taking ownership of the situation
Identify strategies to use when handling an irate customer.
• Let the customer vent and do not interrupt • Do not be drawn into an argument • Be empathetic • Recognize that the customer's anger is not personal • Be respectful and polite, but do not let the customer make unreasonable demands • Offer assistance—recommend creative solutions • Remain positive and confident
Identify mechanisms for call monitoring.
• Live service observations, in which a reviewer sits with the analyst and listens in on the call • Remote service observations, in which a reviewer listens to calls live (the analyst is not aware that the call is being evaluated) • Call recording and evaluation used for training, providing analysts with an opportunity to hear how they sound on the telephone and where they can improve
Describe ways to handle and redirect issues related to nonsupported items.
• Maintaining a positive service attitude • Explaining what services are offered and/or supported • Providing alternatives to handle non-supported issues
List strategies for establishing effective relationships with customers.
• Manage their expectations • Build rapport • Be empathetic • Provide consistent service • Understand how your systems or technology impacts your customer's business • Publicize the support center's accomplishments • Maintain a service attitude • Meet the customer's psychological needs first, and then their business needs • Take ownership • Be confident
List the value of the Incident Management process.
• Minimizing impact to the business for any failures of the infrastructure • Minimizing downtime for users • Identifying training requirements for support center staff and users
Explain the benefits of active listening.
• More effective incident analysis • More effective response and resolution to the incident or service request • Increased customer satisfaction • Established credibility for the analyst and the support center • Optimized call time • Reduced stress for the analyst and the customer
List the common metrics a SCA needs to know for Knowledge Management.
• Number of solutions created, updated, and reused by the support center • Knowledge quality index • Number of solutions published to self-service
List the benefits of customer management.
• Optimized talk time • Faster incident resolution times • Improved support center productivity • Establishing credibility for the support center • Increased confidence of the analyst • Enhanced image of the support center in the mind of the customer • Increased level of customer satisfaction
Identify barriers to active listening.
• Pace and rate of speech that is too rapid • Previous experience with the service support center or customer • Background, education, and training • Accent • Language • Asking the wrong questions • Using inappropriate terminology • Background noise • Conversing about outside distractions such as weather, current events, or illness
Describe the responsibilities of the support center analyst in the Incident Management process.
• Performing the process as defined (for their role) and at the agreed time frames (service level) • Serving as a liaison with other groups as necessary to coordinate the resolution of incidents
List best practices for customer management during the Incident Management process.
• Prepare for the call -- Take a deep breath -- Stop working on other tasks and focus -- Get ready to take notes -- Prepare your tone of voice • Greet the customer -- Provide a salutation -- Identify your organization -- Identify yourself -- Verify the customer's name and entitlement by asking a closed-ended question -- Ask an open-ended question to begin the problem-solving process • Resolve the incident -- Assist the customer by resolving the incident, redirecting the call, or escalating • Close the call -- Summarize the call -- Ask the customer if there is anything else you can do -- Thank the customer -- Allow the customer to hang up first -- Provide documentation to the customer and ensure the information in the service management system is correct
Explain the purpose of the Security Management process.
• Protect information assets against threats • Assess and mitigate security risks • Ensure confidentiality, integrity, and availability of the information assets
Explain the importance of legal compliance.
• Protects identity information • Protects the organization's assets • Protects the organization from legal liability • Includes notifying management about issues that may involve questionable legality, so that management is able to take appropriate steps to comply with the law and to protect the organization and its customers
Explain the importance of reporting security compromises.
• Protects the company and the customer • Identifies the offender and prevents the security breach from occurring again • Limits the damage that is caused • Alerts customers to possible security threats • Helps in the resolution of security incidents • Enables effective security policies and procedures
Explain the importance of confidentiality.
• Protects the customer and company from theft and/or abuse of information • Protects the customer from embarrassment • Ensures legal compliance
Explain the importance of Knowledge Management.
• Provides a framework for collaboration • Speeds problem resolution by making proven solutions more readily available • Improves support quality and consistency through solution reuse • Reduces training time for new personnel by maintaining an organized collection of knowledge and proven solutions • Builds rapport and establishes credibility between the various teams supporting the customer • Lowers the overall cost of support by boosting productivity • Improves productivity by minimizing the need to recreate solutions • Empowers customers by enabling them to resolve simple, recurring issues
Explain the value of a Problem Management process.
• Provides information about workarounds and known errors to incident management, thus increasing support center productivity and improving resolution times • Reduces repetitive incidents and increases availability of IT services
List the value of the Service Asset and Configuration Management process.
• Provides information and knowledge that allows the organization to make better, more informed decisions faster • Facilitates diagnosis, isolation, and troubleshooting which results in improved restoration time for incidents, requests, and problems thus reducing the business impact
Identify the characteristics of providing consistent service.
• Providing all customers with the same quality of service • Assigning priority levels consistently, in accordance with the SLA • Enforcing standard policies and procedures while meeting customers' needs
List the benefits of using proper documentation, such as spelling and capturing complete thoughts.
• Reflects well on the organization and the analyst • Contributes to Knowledge Management by allowing information to be reused without extensive editing • Demonstrates professionalism • Provides clarity in the event other support personnel need to work on the incident or service request • Reduces misunderstandings and distractions
List principles of negotiating with a customer.
• Seeking a win-win solution • Determining the customer's real need and where they may be willing to concede • Determining what you must achieve and where you are willing to concede • Acknowledging the benefit of the customer's ideas • Explaining the support center's concerns with the customer's proposal • Offering alternatives or compromises • Putting yourself in the customer's place
Describe the types of quality assurance programs typically used in a support center.
• Service Quality • Customer Satisfaction • Employee Satisfaction • Monitoring -- Call -- Incident/Request (ticket/case) monitoring -- Knowledge monitoring -- E-mail/Chat monitoring • Maturity Assessments • Service Improvement Plans (SIP)
List the basic components of a service level agreement (SLA).
• Service description and scope • Stakeholder information • Contact information • Hours of service/applicability • Availability and capacity targets • Priority matrix • Response and restore targets • Identification of change windows • Metrics and review information • Escalation paths and procedures • Penalties and/or chargeback information • Costs of services • Signatures and review dates
Explain the benefits of using the customer's name during the call.
• Sets the tone for the call • Builds rapport between the analyst and the customer • Contributes to a positive first impression of the analyst and the support center • Serves as a subtle reminder to the caller that you know who he/she is and enables him or her to focus in emotional situations
List the benefits of a positive service attitude.
• Setting the customer's expectations • Creating a positive impression of the support center • Encouraging customer loyalty and repeat business • Setting an example for other support staff to follow, promoting exemplary behavior throughout the support center • Enhancing the quality of future contacts with the customer • Helping the analyst to gain the customer's confidence and trust
Identify the characteristics of a positive service attitude.
• Taking ownership of the incident or service request and seeing it through to resolution • Conveying empathy and a sincere willingness to help • Maintaining a positive attitude, especially in times of change • Treating all customers with respect and courtesy • Listening actively • Referring to an incident as "ours" rather than "yours" • Operating within business guidelines while assisting the customer
Explain the importance of keeping the customer informed of changes in status.
• The customer may provide new information affecting resolution efforts • By being informed, the customer can plan other activities more intelligently based on the resolution time • The customer knows that someone is addressing the situation and appropriate resources are being used • It increases customer satisfaction and manages the customer's expectations • It increases employee productivity due to a reduction in the number of status updates • It minimizes the incidences of escalation
Identify what information should be documented for incidents.
• The customer's name (department, company, or organization) • The contact name, if different from the customer name • Contact information (i.e., phone number and e-mail address) • The business impact and urgency of the issue • The priority of the incident or service request • The customer's description of the incident or service request • The environment in which the incident exists • All information pertaining to attempted resolutions • Details of the interaction with the customer relating to the incident or service request • The steps taken during contact with the customer • The steps that will be taken after contact with the customer • The next contact date • The commitments made to the customer
Describe four customer competency levels.
• Unconscious Incompetence: This individual neither understands or knows how to do something, nor recognizes the specific area of their deficiency. • Conscious Incompetence: Though the individual does not understand or know how to do something, he or she does recognize the deficit, without addressing it. • Conscious Competence: The individual understands or knows how to do something; however, demonstrating the skill or knowledge requires a great deal of concentration. • Unconscious Competence: The individual has had so much practice with a skill that it becomes "second nature" and can be performed easily (typically without concentration).
Explain the importance of customer satisfaction surveys.
• Understand the customer's perception of its products, services, support, and the quality received • Identify whether customer expectations are being met • Identify what the customer feels is important • Define and assist with the development of new products, services, and support offerings based on customer needs • Identify opportunities to improve support processes, tools, training, and documentation
List the value of a Change Management process.
• Understanding why changes have been authorized and how they impact the business and the service provider • Timely implementation of changes related to business deadlines • Fewer failed changes, thereby reducing the number and duration of service interruptions
Identify types of security policies.
• Unique login name and password parameters • Password reset requirements • Reducing the visibility of credit card information • Blocking access to personal information • Identification badge requirements
Describe responsibilities of the support center analyst in the Service Asset and Configuration Management process.
• Use configuration management information as it is available to assist with troubleshooting and resolution • Report any variations or discrepancies as per the policy
Identify strategies to use when handling an emotional customer.
• Use the customer's name to gain focus • Empathize with the customer • Get the customer to focus on the incident or service request, not the emotion • Reassure the customer that this situation is not insurmountable and that you will resolve it together
Identify when to use the customer's formal or informal name.
• Use the customer's title and family name • Use business terminology and language • There is little or no social discussion During informal communication: • Titles are not used • Use the customer's first name • Social discussion occurs
Describe the responsibilities of the support center analyst in Knowledge Management.
• Use the knowledge base before seeking to solve an incident • Fix knowledge that is incorrect or incomplete if authorized • Flag knowledge that is incorrect or incomplete if not authorized to fix it • Add knowledge whenever an incident is resolved where knowledge did not exist
List behaviors to avoid when documenting incidents.
• Using acronyms • Using emoticons, such as :) • Using slang or regional phrases • Documenting negative references about customers Record the facts without adding personal opinions that do not add value. Write as if the customer will read what you've written.
Identify techniques for keeping the customer's attention focused on the resolution.
• Using empathetic statements to acknowledge emotion and convey understanding • Using the customer's name to gain attention • Requesting that the customer complete the steps with you • Asking closed-ended questions to direct the conversation • Paraphrasing to ensure understanding
Identify strategies to use when handling a rambling customer.
• Wait a reasonable time for the customer to finish, but politely interrupt if the rambling goes on too long • Acknowledge the customer and the information • Take control of the conversation by: -- Using the customer's name to gain their attention and focus -- Using closed-ended questions to gain specific information • Tell the customer that you will need to finish the conversation so that you can start resolving the issue
