What is the best approach to address the service level failures?

ZYX decided to use a phased approach for implementation SIAMRUS was appointed as the service integrator and is now live

The next phase is to replace the services currently provided by OUTSCO with services provided by ZYXS, ZYXD, FIELDSCO and NETSCO. This is expected to be completed in 2 months OUTSCO has established a small transition team to assist with the service transfer

Over the past 4 months the performance of the OUTSCO service desk has deteriorated, with 50% of calls to the service desk exceeding the call answer time service level OUTSCO has admitted that this is due to reduced numbers of staff on their service desk

What is the best approach to address the service level failures?
A . Apply service credits to OUTSCO according to their contract
B . Ask SIAMRUS staff to take over the work of the transition team
C . Move staff from the transition team back into the service desk
D . Offer OUTSCO a bonus for any service level improvements

View Answer

Answer: C

Explanation:

Context Understanding: The performance of the OUTSCO service desk has deteriorated due to reduced staff numbers, affecting service levels significantly.

Service Level Management: Ensuring that service levels are met is critical for maintaining customer satisfaction and operational efficiency. Immediate action is needed to address the shortfall in service desk performance.

Reallocation of Resources: Moving staff from the transition team back into the service desk provides an immediate solution to bolster the service desk and improve call answer times.

Transition Team’s Role: The transition team’s primary goal is to assist with service transfer. However, since the transition will not be completed for another two months, reallocating some team members temporarily can help maintain service levels without significantly impacting the transition process. Alternative Options:

Applying service credits penalizes OUTSCO but does not resolve the immediate issue.

Asking SIAMRUS staff to take over the transition work may not be feasible or efficient, as they may not have the specific knowledge required.

Offering a bonus for improvements might motivate OUTSCO but does not address the immediate staffing issue.

Conclusion: The most practical and effective immediate solution is to move staff from the transition team back into the service desk to improve service levels.

Reference: SIAM Foundation Body of Knowledge (BoK), Chapter on Service Level Management SIAM Professional Body of Knowledge (BoK), Transition Planning and Support Sections