Unit Questions, HDI Support Center Analyst 1.0, HDI Support Center Analyst 2.0, HDI Support Center Analyst 3.0, HDI Support Center Analyst 4.0, HDI Support Center Analyst 5.0, HDI Support Center Analyst 6.0
What is a Service Level Agreement?
A negotiated contract between the service provider and its customer
What is a service level agreement (SLA)?
A negotiated contract between the service provider and its customers
A service and support center is:
A part of a service provider organization that includes the people, processes, and technology that provide support services for a business or company.
Support Center Analyst Role: Define a customer champion
A person who advocates for the customer and their needs. Represents the customer and focuses on achieving business goals and objectives
Support Center Analyst Role: Define an expediter
A person who executes quickly and effectively. If unable to resolve an issue, will escalate the issue to the appropriate resource who can resolve the issue, and continue to follow up in a timely manner to ensure the issue has been resolved to the customer's satisfaction.
Support Center Analyst Role: Define an expert
A person with a high degree of business and/or technical knowledge, skills, or experience. Is able to respond to the business issue with the appropriate sense of urgency.
Explain how to manage the use of your time efficiently
Follow standard operating procedures when performing routine tasks Use a time management tool or daily "to-do" list Confirm priorities with your manager, make them aware when competing priorities arise. Prioritize incidents based on documented business impact and urgency Plan projects and activities in advance, if possible Prioritize projects and tasks in order of importance
Define goals
Goals are the outcomes an organization wants to achieve. The desired endpoint in the support of your strategy
Describe Self-awareness
Helps to provide a framework and foundation in which other competencies grow upon. This involves self-assessment of oneself, having self-regard, and being optimistic
What is an optimal stress level?
High performance, mid-range pressure
Define troubleshooting
ID and resolution of failures, point of failures or malfunctions in a system or process
Talkative Behavior:
The customer who cannot get to the point or is distracted by other things, getting the conversation off-track
Unrealistic Behavior
The customer who expects more or different than what your service and support organization provides and/or that which is stated in the service level agreement.
Inconvenienced Behavior:
The customer who has been inconvenienced by the organization in some way ,maybe an unexpected delay in providing a solution, or a misunderstanding or mistake was made.
Emotional Behavior:
The customer who is upset and not thinking clearly because his/her emotions are running high
Abusive Behavior
The customer who swears at you or about his/her issue or the organization in general, using abusive language
Know-it-all behavior
The customer who will not accept your action plan or solution, because they believe they know more than you.
What is the definition of emotional hijack?
a physical and mental reaction to anything that can be a threat
What do key performance
achievement of organizational goals
Empathy involves the following:
acknowledging the customers emotion
Tone can be conveyed through:
all of the above
Define the benefits of unified communications
allows appropriate prioritization of contacts (real-tie vs. non real-time) to improve satisfaction with response times Allows better utilization of staff to handle peaks in each communication channel Provides consistent reporting on all channels with regards to the customer experience Provides consistent routing, recording, handling, reporting, and management of all communication in a service and support center
Identify ways to adapt to customer competency levels
asking open ended questions initially to gain understanding, actively listening to the words used and changing your vocabulary to mirror the level of the customer
Describe the objective of a knowledge management tool
assist the knowledge process for efficient reusing, improving and creating quality, easy-to-find information, knowledge articles, and information. Thus, reducing cost and increasing efficiency for the organization.
What metrics is defined? "The average amount of time that a customer is waiting for the contact to be answered"
average response time
What is a key benefit of remote control tools?
decreases the support resources required to restore the service
Describe the objective of IT Service Management ITSM
deliver value to customers and the business in the form of services resulting in risk reduction and reduced cost and downtime
Describe the purpose of knowledge management in a service and support environment
designed to improve the efficiency and effectiveness of other service management processes through the capture, structure, reuse and improvement of knowledge articles
Define service level target
documented, measurable commitment to provide a specific standard of service
Define operational level agreement (OLA)
documents the agreements between the service provider and other parts of the organization, which support 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 quality management tools
enable electronic monitoring tools to capture telephone, chat, e-mail and remote collaboration interactions between support staff and customers Capture informario for quality review and use in coaching sessions which will enable improved eprformance
Describe the objective of quality management tools
enable the process of monitoring support services for quality performance. Tools allow the service and support center to review and identify areas of improvement for support staff and the business in order to support the business and the customer
Explain the purpose of a Quality Assurance QA program
ensure the quality of service delivered meets the business requirements as identified in the service level agreement improve the level and quality of services to ensure services continue to meet the needs of the business aid in the recognition and required of teams and individuals develop coaching plans for all individuals and teams in the support organization
Define knowledge article
findable, reusable, and structured object that contains the customer's experience, the analyst finding, and the metadata about the article
Define service desk
functional unit with specialized resources and capabilities. In many organizations, the SD refers to the service and support center.
Describe escelation
functional- moving on an incident or request laterally to a specialist more appropriate to the incident hierarchical- moving an incident or request upwards to a higher authority.
What is an example of self service?
help application
Explain critical thinking
helps the support professional identifying points of failure that may be causing an issue Aids the support professional in identifying weakness in a proposed solution, and where it can be made better.
Describe the challenges of delivering desktop support
A-44
Describe the purpose of walk-up support
A-44
List examples of common self-service technology
A-49
Describe the benefits of using virtualization tools
A-50
List the types of virtualization
A-50
Describe the objectives of automated remediation
A-52
Identify examples of automated remediation functionality
A-52
Describe the benefits of automated remediation tools
A-53
Describe the challenges of automated remediation tools
A-53
Describe how social media technology may be used in a service and support organization
A-54
Describe the benefits of using social media technologies in a service and support organization
A-54
Describe the potential challenges of using social media technologies in a service and support organization
A-55
Describe the benefits of the cloud
A-56
Identify common tools used to communicate with monitor and alert systems
A-56
Describe the benefits of reporting systems for service and support organizations
A-57
Describe the purpose of reporting systems
A-57
Describe the purpose of Mobile Device Management
A-58
List mobile device management functions
A-58
List types of knowledge management tools
A-59
Explain the importance of documenting process and procedures
A-62
List sources if IT best practices and support center framework models
A-63
List the basic components of a service level agreement (SLA)
A-68
Define the role of the support center analyst related to operational level agreement (OLA)
A-69
Identify considerations for setting priority levels
A-69
Describe the basic components of a service catalog
A-70
Describe the value of a service catalog
A-71
Describe the responsibilities of a support center analyst in the request fulfillment processes
A-72
Identify and describe the common request fulfillment metrics that a support center analyst should understand
A-73
List and describe the activities of the incident management process
A-75
Identify reasons for escelation
A-78
Explain why it is important to keep customer informed of status changes
A-79
List the steps for escelation
A-79
Identify and describe the common access management metrics that a support center analyst should understand
A-81
Describe the importance of reporting security compromises
A-83
Identify types of security policies
A-83
List types of data that should be protected
A-83
List the common reasons that support and service centers should implement KCS
A-85
Identify and describe the purpose of common knowledge management metrics that a support center analyst should understand
A-86
Identify habits and situations to avoid qhen interacting with a customer
A-89
Describe ways to handle and redirect issues related to non-supported items
A-90
Explain how to use silent time effectively
A-90
List the steps for putting a customer on hold
A-91
List the steps for transferring a call
A-91
Explain the principles of active listening
A-93
Define paraphrasing
A-94
identify barriers of active listening
A-95
List strategies for establishing effective relationships with stakeholder
A-96
Identify ways to minimize and reduce miscommunication
A-97
Describe how to effectively communicate cross-culturally
A-99
Describe common service and support center metrics that a support center analyst should know.
Abandonment ADD rate Average response time Average handle time Mean to time resolve Mean time to repair A-119
Describe the activities of the Request Fulfillment process
Accepting assigned request logging requests determining if any other approvals are necessary, if so, forward for approval Following appropriate procedures for request
Describe common SSC metrics that a support center analyst should know
FCR, First level rate Requests/incidents handled and closed Utilization rate Service level A-120
Identify success factors to best manage your work life
Meet commitments with every assignment or meeting Approach your manager with solutions, not problems Be open-minded
Identify success factors too best manage your work life.
Meet commitments with every assignment or meeting. Approach your manager with solutions, not problems Be open minded- you may not understand why a specific managerial decision is made Practice your creative and critical thinking skills Acknowledge those around you for their positive contributions. Identify ways to assist your team and build trust
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 staff and customers
Describe monitoring and alerting ststems
Monitoring and alert system is software used to check a network system's logs and/or performance. If pre-programmed criteria are met, the alert system sends out notifications to the administrator and others
Value to the business is realized in:
More cost-effective and efficient service and support Shared best practices and improved service delivery across the business Knowledge sharing and increased collaboration across the business Simplified access- Single point of contact anywhere st any time.
Explain the benefits of active listening
More effective analysis of issues more effective response and resolution increased customer satisfaction established credibility for service and support professionals reduced stress for service and support professionals and the customer
Identify how a support center analyst can deliver consistent, quality customer service.
Responding to customer issues in a timely manner Understanding and documenting customer needs Taking ownership of customer incidents Making specific commitments, then consistently meeting or exceeding those commitments, while remaining faithful to organizational policies Resolving or assisting in the resolution of incidents within established service levels Promoting the value of the support center
Steps for disengaging from a conversation with a talkative customer behavior
1. Use close ended questions to steer the conversation toward closure 2. Set the expectation for the next contact 3. Recap the customer's actions 4. Recap the service and support center's actions 5. Thank the customer, say goodbye and mean it; however, allow the customer to disconnect first. 6. Provide the customer with written documentation of the issue
Self-Serving Behavior:
A customer that uses their relationship with you to get things done outside of the process that has been established.
Frustrated or Irate Behavior:
A customer who is upset, not necessarily at you
What are the standard operating procedures (SOPs)?
A detailed document of steps and directions for support analyst
What are standard operating procedures (SOPs)?
A detailed document of steps and directions from support analysts
Define vision statement
A documented via of the future state of the organization or business unit. It reflects an "ideal" picture of what the organization wants to become as viewed by its stakeholders.
A SWOT analysis:
A structured planning method used by organizations to eventuate their strengths, weaknesses, opportunities and threats.
Define the voice elements of tone, inflection, pace, intensity and volume
A-100
List the principles of negotiating with a customer
A-100
Define empathy
A-101
Identify the value of demonstrating empathy by using empathy statements
A-101
Identify signs that conflict may be developing
A-102
Identify techniques to reduce and eliminate conflict
A-102
Identify strategies to use when handling emotional behavior
A-103
Identify strategies to use when handling frustrated or irate behavior
A-103
Identify strategies to use when handling rushed behavior
A-104
Identify strategies to use when handling talkative behavior
A-104
Identify strategies to use when handling self serving behavior
A-105
Identify strategies when it comes to know it all behavior
A-105
Identify strategies to use when handling inconvenienced behavior
A-106
Identify strategies to use when handling unrealistic behavior
A-106
Identify strategies to use when handing abusive behavior
A-107
List steps to disengage from a customer who refused to disengage from the contact
A-107
List the reasons for logging all contacts
A-108
Identify what information should be document for every customer contact
A-109
List the benefits of using proper documentation. such as proper grammar, spelling and capturing complete thoughts
A-110
Explain how to use literacy in written communication
A-111
Explain how to use professionalism in written communication
A-111
Describe the qualities of negative language
A-112
Describe the qualities of positive language
A-112
Describe best email practices
A-113
Explain creative thinking
A-114
Identify the characteristics of a positive service attitude
A-115
List the benefits of a positive service attitude
A-115
Identify the characteristics of excellent customer service
A-116
Define metric
A-117
Describe the purpose of metrics
A-117
Identify the behaviors of an effective team member
A-32
Identify common tools and technologies used in the service and support center
A-35
Identify common tools and technologies used in the service center
A-36
Identify various functions of unified communications typically used in a service and support organization
A-37
Identify the challenges of unified communications
A-38
Identify the factors used to determine which support delivery methods are most appropriate to use for support.
A-40
Define the purpose of telephone support
A-41
Describe the benefits of telephone support
A-41
Describe the challenges of telephone support
A-42
Describe the purpose if desktop support
A-43
Describe the benefits of desktop support to the business and the customer
A-44
Which process is responsible for ensuring that customers have the information needed, based on their role and security rights granted to them in the information security policy?
Access management
What is the purpose for having SOPs?
Allows team members to stay focused on common goals
What are the three main roles of a support center analyst in the organization?
An expert, a customer champion, an expediter
Sympathy:
An expression of feeling of pity or sorrow for the distress of another.
A stakeholder is:
Any individual or group that contacts the support center for service or support
A stakeholder is:
Any individual or group that contacts the support center for service or support and whose role is necessary for the business to succeed
A stakeholder is:
Any individual or group that contacts the support enter for service or support
Define objectives
Are milestones to measure progress towards achieving goals.
Identify methods used for delivering support
Assisted service, Self service, Automation (A-39)
Describe the challenges of walk up support
Availability, skill level of staff, proper documentation
Define distraction management
Being aware of one's distractions throughout the day that defer a person from accomplishing his/her tasks, plans, goals or objectives. Once distractions and its effects have been identified, intentional measures need to be put in place to decrease the amount of or impact of the distraction.
Describe cloud services
Cloud services is a set of services offered via a network and a distributed computing environment where the services are provided via a real infrastructure; however, these services are virtual. Cloud is a synonym for distributed computing over a network of virtual servers and services
Describe how an analyst should be ethical
Complying with the company code of conduct Reporting unethical and unauthorized use of company equipment as outlined in the standard operating procedures Treating all stakeholders with respect, dignity, and being courtesy Conveying accurate ad truthful information Providing the same level of quality and service to all users in order to remain fair and consistent
Explain the purpose of knowledge management tools
Create a single repository of knowledge Assist in providing information and resolutions Allow for knowledge to be copied and pasted easily into incident and request records Give access to customers via self-service portals for quick resolution of non-complex issues
Describe the objective of virtualization tools
Create a virtual version of memory, OS, storage devices or network resources. These tools are utilized across the IT spectrum, including desktop, server and virtual application environments
Identify may demonstrate how the service and support center contributes to achieving business goals and objectives
Customer satisfaction Quality Service Level Achievement First contact resolution (FCR) First level resolution (FLR) Business impact Analyst utilization
Identify the top skills most commonly required of a support professional.
Customer service Communication skills Ability to learn quickly Troubleshooting/problem-solving skills Ability to work under pressure Adaptability Interpersonal skills Teamwork skills Self-motivated, independent worker Support experience
Who is the SLA contract between?
Customers and the service and support center
Identify the purpose of a mission statement
Define the organization's goal and reason for being (i.e., what you are doing and why you are doing it) Focus everyone on a common goal Inspire commitment Provide a sense of direction Guide decision-making
Define policy
Define what is or is not permitted within an organization. Establishes expectations and limitations related to behavior.
Define procedure
Documented set of steps that defines how to perform a process. They identify the roles that perform the work/actions, the sequence of activities and the criteria/standard that should be met
Describe the objective of self service
Enable customers to resolve their issues without the direct involvement of the service and support center. Provides easy access to documentation to help customers resolve their incidents and requests Provides customers with the ability to search for solutions to commonly known errors and questions Provides training and online technical tutorials Allows customers to update contact info and reset passwords Submit incidents and requests Check status of their incident Flexibility for the customers to change their own passwords. Restoration of service w/o assistance enables customers to be independent and self sufficient Provides additional service and support channel available 24/7 consistent responses to repetitive requests enabling more self-sufficiency Provides a preferred support method for some customer segments Lowers the cost of support for the service and support center Reduces downtime for customers Allows service and support staff more time to work on complex issues in the queue.
List the importance of adhering to organizational policies
Encourages consistent behavior throughout the business and support organization Provides a framework for the delivery of consistent service and support Protects the support organization against legal action Helps protect the support organization and customers' proprietary information and other assets
Describe the value if having security policies
Ensure compliance with legal requirements Addressing security with 3rd parties Providing employees awareness of their responsibilities regarding security Ensuring security is designed into services, processes and procedures
Describe the responsibilities of a support center analyst in the Service Level Management Process SLM
Ensure understanding of the process ad work within the parameters of the service targets for fulfilling requests and resolving incidents Identify where changes to services may be needed to better the business needs Identify where changes to services may be needed to better meet the business needs
Describe the value of having IT security policies
Ensures compliance with legal requirements Addresses security with 3rd parties (suppliers) Provides employees with awareness of their responsibilities Ensures security is designed into services, processes, and procedures.
Describe the purpose of a service level agreement (SLA)
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 that provide the services understand the level of service required by the business via operating level agreements (OLA) and underpinning contracts (UC) SLA's are documents that should be reviewed on a regular basis and updated as necessary
describe the responsibility of the support enter analyst in the access management process
Ensuring that the process/procedures are followed as defined Granting access, modifying access, and removing access rights per the SOP documentation
Describe the responsibility of a support center analyst in the Security Management process
Ensuring that the process/procedures are followed as defined Maintaining security compliance in order to protect: customers identity, organization assets and organization from legal liability Notifying management about issues that may involve questionable legality, so that management is able to take appropriate steps to comply with policy, regulatory, and legal compliance; and to protect the organization and its customers
Describe 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 credebiity and trust encourages repeat customers enhances the rep of the SSC Increase cust satisfaction puts you in control
Define ethics in business
Ethics in business refers to abiding by principles ad codes that guides how members of an organization are expected to behave. Ethics include integrity, which is the honesty of one's actions, and aligning one's values with the values of the organization.
Identify examples of organizational policies
IT security policies Dress code policies Personal equipment policies Work behavior policies Social media policies Mobile Device Management policies
Describe the benefits of effective time management
Improved productivity for all parties involved Improved customer relations Reduced stress
Describe how the service and support center provides value to the organization
Improving customer service satisfaction Increasing accessibility using a single operational point of contact (SPOC) Providing a practice approach to service and support Reducing negative business impact to the customer and the organization Leveraging service and support resources and expertise to increase the productivity of all professionals across the business Improving teamwork and communication to better serve the needs of the business
Describe Emotional management
Impulse control of one's emotions and controlling one's responses. Emotional management involves being adaptable and flexible, having personal drive, and being authentic
Which process is responsible for restoring normal service operation as quickly as possible following an unplanned interruption to a service or a reduction in the quality of a service?
Incident management
Competencies:
Include all of the knowledge, skills, and abilities that you bring to your role.
List common physical symptoms of stress
Increase in illness increase or decrease in appetite decrease in restful sleep Increase in substance abuse increase in moody behavior loss of focus and concentration loss of ability to be creative
Identify the purpose of a vision statement
Inspire pride, commitment, and a sense of belonging Stretch the capabilities and the self-image of the organization
Total Contact Ownership (TCO):
Is a best practice methodology that ensures the ownership of tracking, monitoring and communication is effectively implemented through the service and support center.
Define strategy
Is a documented plan of action to bring about a future state, such as the organization's goals and objectives
Define a mission statement
Is a formal, short written statement about the strategic purpose of an organization or business unit. It should guide the actions of the organization, communicate its overall purpose, provide a sense of direction and guide decision making.
Define strategic planning
Is an organized process (occurring at the management level) to define the organizations desired future state, the high-level goals and objectives of the organization, and the sequence of actions and tasks to achieve them
Empathy:
Is not the same as agreement, it is the identification with and acknowledgment of the customer's situation, feelings, and motives- without agreeing to the emotion or getting caught up in it.
Define effective time management
Is the act of prioritizing tasks and limiting distractions in order to maximize the return on personal efficiency and productivity.
A user:
Is typically is a person who actually uses the service to support their routine activities
The customer:
Is who decides on what the service is, and whether it meets their needs. If a customer is external, they are typically the authorizing body for payment and negotiating service levels. If a customer is internal, then funding or organizational hierarchy determine who is the customer
What is an important advantage of self-service technology?
It is always available to customers when they want to use it
Explain why emotional intelligence is important to the role of a support center analyst
It is important to understand a customer''s emotional need as well as their business need. It makes one more aware of their own reactions and how it impacts the quality of the relationship between them and customers, peers and management It is important to understand how people work and become skilled in creating relationships.
Which of the following is an effective empathy statement?
Its frustrating when a program doesn't work as expected
Identify the characteristics of an effective leader.
Leads by positive example and personal accountability Motivates others Encourages participation, Creative thinking and Initiative Demonstrates a positive attitude Practices active listening skills Displays ethical behavior
List types of quality management tool features
Live recording w/ playback audio and video screen capture audit trail file management/archiving
Describe how to manage another's emotional hijack
Make sure the person individual knows that you are on their side to help and/or resolve the issue Be attentive to the underlying motion in the conversation through either the vocal elements used or the tone of the written word choice When face to face, be aware of the person's body language; keep the door open; and, if appropriate, come back later Align yourself with the person/individual by identifying and stating their felt emotion with sincerity Create an environment of help by using words like "we" and "us" Understanding that the person individual is frustrated or angry, feeling pressure to complete their task, and may take that frustration out on you. Therefore, be pleasant and understanding.
Identify ways in which a support center analyst can initiate personal growth and development
Participating in professional development certification courses and training Networking and collaborating with other support professionals via webinars. events, and conferences Joining and participating in industry groups and online support communities Sharing knowledge via white papers, articles, blogs and knowledge sharing sessions Advocate for your personal goals and objectives, make management aware of your career goals, aspirations and development needs Take initiative to volunteer and work on projects.
Identify strategies to manage distractions
Paying attention to and making note of the number, frequency, type and time of day interruptions serve as distractions Identify what needs to be controlled and restrained and devise a plan f action to manage distractions Talking to your manager about what appropriate actions to take to limit distractions Focusing clearly on one tasks at a time for as long as possible while limiting those distractions. Putting into practice borders that will help you succeed at concentrating on projects and activities
Describe an emotional hijack
Perceived threat, whether it is real or not, from a situation or person. The Limbic brain "hijacks: the execute function and thinking brain. It is sudden, can be ferocious and takes you where you were not planning to go. An emotional hijack happens when: There is a change in the chemistry of the brain that does not allow one to think rationally and clearly, which can last for up to 18 minutes. There are different states that can cause the brain to go completely blank and revert to fight, flight, or freeze. The body and brain are flooded with adrenaline and cortisol (known as the allostatic load) which can cause one to be over sensitive and/or tired very quickly.
Describe the responsibilities of the support center analst in the incident management process
Performing the process as defined at the agreed time frames Serving as a liaison with other groups as necessary to coordinate the resolution of incidents Identify and document opportunities for service improvements for the organization
Explain how a support center analyst demonstrates value to the organization
Performing their role in a consistent quality manner, thus helping the business to achieve its vision and mission Keeping their customers informed, thus promoting the service offerings to meet the needs of the customers Promoting and educating customers on the services that are available, thus increasing the utilization of those services Managing customer expectations and following up, thus increasing visibility to the service and support center which may result in an increase in customer satisfactions and leads to customer loyalty.
List the steps for getting a customer
Provide a salutation- identify your support organization then yourself request/confirm the customers name and/or entitlement provide and offer of assistance
Explain the purpose of organizational policies
Provide clear definitions of boundaries within which to work Define what is acceptable and unacceptable employee and customer behavior Provide guidelines for dealing with inappropriate behavior Set customer expectations with defined policies
Define ethical behavior in a support center
Provide consistent service to all customers Demonstrate integrity in their actions and daily practices Take ownership and hold themselves personally accountable for their actions Fulfill commitments Protect and enhance the image of the support center Are loyal to the company, support organization, and team.
Which statement best describes a responsibility of an analyst?
Provide high quality customer care on every interaction
Describe the primary responsibilities of a support center analyst in the support organization.
Providing high quality customer care on every interaction. Receiving and resolving the initial customer request or incident. Adhering to policy and standard operating procedures Maintaining product knowledge on new and existing products and services Educating the customer and enhancing the customer experience Reusing, improving, and creating knowledge Providing accurate information and solutions to customers Staying informed about the changing needs of the business
A service and support center provides value to the organization by:
Reducing negative impact to the customer and the business
A service support center provides value to the organization by:
Reducing negative impact to the customer and the business
Describe Emotional connection
Relationship building through empathetic listening and communication
Describe electronic support delivery methods
Remote support, E-mail, Chat and Instant message and text (A-46,47)
Describe how to personally recover after an emotional hijack
Remove yourself immediately from the situation Take a walk and breathe deeply Find a mentor or friend away from the situation to talk to Get something t drink or eat Count to ten
Identify and describe common incident management metrics that a support center analyst should understand
SLA performance, individual performance measurements, incidents, response time, quality monitoring, customer satisfaction (A-77)
Explain the impact of an emotional hijack on self and others.
Saying things that may be hurtful without thinking about the consequences Not able to respond to a situation verbally or physcally Full of natural chemicals that are harmful for the health of the body and brain.
List the three major components of Emotional Intelligence
Self-awareness Emotional management Emotional connection
What is a role of support center analyst in the incident management process?
Serve as a liaison with other groups as necessary to coordinate resolutions
Explain the role of a service and support center
Serves as the single point-of-contact (SPOC) for all stakeholders within the business Focuses on getting customers back to work as quickly as possible after they have suffered an interruption (incident) or if they need something (request) Executes activities and tasks within the Request Fulfillment, Access Management, Knowledge Management, and Incident Management processes Communicated and collaborates with stakeholders to ensure that the service and support provided meets the customer's needs according to the SLA; and improves the customer experience, thus increasing customer satisfaction
Identify common service level management SLM metrics that support center analyst should be familiar with
Service Level Targets (SLT) Performance.. achieved and breached Business impact of service targets breached Customer satisfaction with services
Explain the benefits of using the customers name
Sets the tone for the convo Builds rapport between the analyst and customer Contributes to a positive first impression of the analyst and the service and organization
Define stress
Stress is an individuals response to changes or external influences. It is a natural physiological occurrence and can have both positive and negative effects.
Identify ways to exhibit personal accountability.
Taking ownership of incidents or requests Admitting to errors Adhering to a work schedule Knowing your responsibilities and fulfilling them. Meeting personal and business commitments Adhering to organization policies and procedures Representing the organization positively outside the regular work environment.
What is a benefit of using metrics in a service and support center?
The ability to plan for head count to handle the volume
Define Emotional Intelligence (IE)
The ability to recognize and know "in the moment" what emotions you are feeling and what they mean Managing one's emotions so that they do not overwhelm the situation and one's thinking capability. Being able to correctly recognize the emotions that others are feeling Helping manage others emotions in order to ensure that those emotions do not overwhelm the situations and their ability to think clearly. The ability to create sincere and authentic relationships that produce value and productivity.
Effective time management:
The act of prioritizing tasks and limiting distractions in order to maximize the return on personal efficiency and productivity.
What is the definition of effective time management?
The act of prioritizing tasks and limiting distractions to maximize return
What does a strategy statement communicate?
The service and support center's values and future to the entire organization
Define the value of teamwork
The sum of individual contributions Collaborative efforts increased motivation flexibility strong commitments
Define switch-tasking
The tendency to switch between tasks before one is completed.
Define artificial intelligence
Theory and development of computer systems with the ability to perform tasks that normally require human intelligence, such as visual perception, speech recognition, design-making and translation between languages.
Identify ways to be accountable for your own development
Understand your strengths, weaknesses, opportunities, threats, and core values. Get feedback from leadership on your performance Create an action plan with the feedback Form your career path for the future.
Psychological Needs Include:
Understanding, compassion, attention, and trust- all of which are necessary when supporting the needs of your customers.
Describe the purpose of unified communications
Unified communications is set of products/services that provides a consistent user interface and experience across multiple technologies and platforms The purpose of unified communications is to integrate real-time communication tools such as voice (telephony), video conferencing, instance messaging, chat, and electronic boards (interactive whiteboards) with non real time channels (e.g, e-mail, fax, SMS and voicemail)
Define indicent
Unplanned interruption to the standard operation of a service, or a reduction in the quality of that service. An incident can also be the failure of an IT component that has not yet impacted a service- something is broke or not working as expected.
Define the responsibilities of the support center analyst in knowledge management
Use it, fix or flag it, add it A-86
Identify signs of emotional hijack
Vocal tones becoming very loud A change in the person's body language The person becoming withdrawn. giving little or no feedback The use of negative words or phrases.
SWOT Opportunities
What can help me propel and succeed in my plan, processes, or project (external factor- not within your control)
SWOT Strengths
What characteristics of my plan, process or project place it at an advantage (Internal factor- resources available to you)
SWOT Weakness
What characteristics of my plan, process or project place it at an disadvantage (Internal factor- resources available to you)
SWOT Threats
What potential threats are there to the success of my plan, process, or project (external factor- not within your control)
Empathetic listening is used when:
When a customer is expressing strong emotion (positive or negative), it involves stating the customer's feeling and paraphrasing why they are feeling that way
Switch Tasking
When you are switching between tasks before one is completed
Which is true about a systems view of support technologies?
a collection of resources works together for a complete customer experience
Distraction management:
being aware of one's distractions throughout the day that deter a person from accomplishing his/her tasks, plans, goals, or objectives
Define bots
computer program designed to stimulate conversation with human users, especially over the internet.
What is the last activity of the incident management process?
confirm resolution with the customer
List the benefits of using Customer management skills
consistency in customer support establishing credibility and enhancing the image of the business increases the customers trust in the service and support center increased confidence in the analyst increased level of customer satisfaction
Describe common support center analyst metrics and their purpose
customer satisfaction level analyst satisfaction level A-121
Define customer competency
customers experience and ability to understand and perform a task
Describe the purpose of Request Fulfillment process
deal with requests, standard changes from users, and how to questions that are handled by the service and support center A-71
Identify causes of stress
high volume of workload not enough time or ineffective use of ones time Personal situations and conflicts Lack of knowledge or training Feeling out of control Lacking confidence in management and colleagues Physical obstacles such as illness or disability. Environmental obstacles such as noise level or temperature Lack of self confidence
Define work instructions
how to perform steps or tasks that are outlined in a procedure, such as completing a PO or ordering supplies. Created when more detail than that described in the procedure is needed to complete a task
List the steps of the communication process
idea/concept encoding transmission receiving decoding interpretation
Define IT Service Management ITSM
implementation and management of quality IT service that meet the needs of the business
What is a common reason for implementing Knowledge-Centered Services (KCS)?
increase customer satisfaction
Which is a key benefit of active listening?
increased customer satisfaction
Describe the value of an access management process
increases confidentiality, integrity and availability of information through policies defined by securing management. It provides an effective mechanism for audit purposes.
Define request
inquiry from a customer for info, advise, a standard change, or access to a service
Define filter
internal bias or personal viewpoint based on one's experiences, values, culture, education leve, language difference, or geography. Filters often lead to miscommunication and can affect communication negatively.
Which activity of the incident management process involves actively identifying a solution and/or work around
investigation and diagnnosis
What is a findable, reusable, and structured object that contains the customer's experience, the analysts finding, and metadata?
knowledge article
Describe the purpose of an underpinning contract UC
legally defines the roles, responsibilities and expectations between third parties (suppliers) and the service provider. It ensures that responsibilities and service targets are understood and aligned to the SLA
Describe the impact of the First Contact FCR rate is not higher than expected
low customer satisfaction lost productivity for the customer higher costs for the business higher cost per incident/request repeat contacts to the service desk and desktop teams
Describe the purpose of access management process
manage access requests in a manner that meets the business needs. Procedures are based on the security and availability policies
Define Knowledge Centered Service
methodology that seeks to reuse, improve and create knowledge in the service delivery process Means of collaboration NOT something we do in addition to solving issues, rather, KCS becomes the way we solve issues First and foremost is about people process; technology (tools) are enablers
Describe the objective of cloud services
offer scalable, on demand virtual services that can be moved and scaled up/down without affecting the customers or the business
List and describe common tools for measuring customer satisfaction
on going surveys customer effort score customer satisfication score customer net promoter score A-124
Describe what a support center analyst needs to know about metrics
performance targets which performance metric relate to their role and how they are being measured any metric related info that is defined by management that needs to be reported in an accurate and timely manner
List best practices for customer management
prepare for the contact, greet the customer, resolve the issue, close the contact (A87-88)
List other processes that have a relationship with incident management
problem, change, release, service asset and configuration management
Define conflict management as it related to the customer
process of recognizing and handling any conflict in an organized and professional manner
Which is a key best practice for e-mail?
proofread your message before you send it
Describe legal compliance
protects identity information protects the organization's assets protects the organization from legal liability includes notifying management abut 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
Describe confidentialtiy
protects the customer and company from theft and.or abuse of information protects the customer from embarrassment ensures legal compliance
Describe the purpose of the security management process
protest information assets against threats Access and mitigate security risks Ensure confidentiality, integrity and availability of the information assets
Define structured problem solving
provides a systematic approach to determining a resolution to a problematic situation. It includes defining, describing, establishing possible causes, testing the most probable cause and verifying the true cause
Describe the purpose of social media
provides platforms to facilitate the interactions of people via virtual communities to help each other
Identify the characteristics of providing consistent service
providing all customers with the qualitt of service as defined and documents Assigning priority levels consistently in accordance with the SLA Complying with standard policies and procedures while meeting customers business needs
Identify common quality assurance practices for support center analyst
quality monitoring of interactions customer satisfaction surveys analyst satisfaction survey A-123
Explain a key performance indicator KPI
quantify measure of management objectives linked to the goals of the organization and can be either leading or lagging, qualitative or quantitative are often a measurement of a critical success factor (CSF)
List the value of the Request Fulfillment process
reducing downtime and cost for customers via effective and efficient fulfillment of request Prioritizing requests based on business goals/alignment
Define service catalog
repository that contains info about IT deliverables, prices, contact points, ordering and requst processes. It is a database or a structured document with info about all libe IT services Customers use the service catalog to understand what IT services are available, the cost of service and ow to procure those services. The service catalog supports the "sale and delivery" of IT services
Define contact
request, incident, change, move or other issue reported to the service and support center by a customer via any support delivery method
List tasks that can be performed via automation
resets, account info, onboarding/offboarding, report production, data transfer, software installation testing
Describe the purpose of the incident management process
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 SLA limits
List types of reporting systems
scorecards simple scorecard balanced scorecard dashboards operations report service level management performance to service level targets (SLT)
What should you do during the initial diagnosis activity of the incident management process?
search the KB for similar incidents or workarounds
Which is an example of emotional intelligence?
self-awareness
Define service management
set of specialized organizational capabilities for providing value to customers in the form of services
Describe the value of metrics to the support organization
specify required performance levels track individual and team performance plan for headcount allocate desktop technician resources Identify the need for service improvements
Define process
structured set of activites designed to accomplish a specific objective which may create value for the customer or stakeholder. Uses resources to transform inputs into outputs. Processes have defined objective, inputs, outputs, activities and resources
Define conflict
struggle,disagreement or opposing needs, goals and beliefs
Define machine learning
sub-field of computer science that gives customers the ability to learn without being explicitly programmed
List the steps for closing a contact
summarize train and/or educate the customer thank them offer more assistance document A-92
Define Quality Assurance QA
systematic way of ensuring that all the activities necessary to design, develop and implement services that satisfy the requirements of the organization ad of customers take place as planned
Define automation
technique, method or system of operating or controlling a process by highly automatic means, reducing human intervention to a minimum
What is First Contact Resolution?
the percentage of incidents resolved during the initial and only interactions with the customer
Describe four customer competency levels
unconscious and conscious competence/incompetence A-98
Which involves using a "whole brain" approach to problem-solving?
use a combination of creative and critical thinking
List behaviors to avoid when documenting incidents
using acronyms, emoticons, slang, negativity
Professional language involves:
using courtesy phrases
Which sentence uses positive word choices?
we can help you with that
Which circumstance is appropriate for escalation?
you have exhausted your resources
