Chapter 6 Summary

To be successful as a service desk analyst, one must efficiently and effectively resolve incidents using structured processes like incident management, which aims to restore service quickly and minimize disruptions. Analysts rely on strong problem-solving skills—gathering data, diagnosing issues methodically, and using tools such as simulations and targeted questions. Ownership of incidents is vital to ensure timely resolution and maintain customer satisfaction. Recording all relevant data is essential for accurate reporting and enables problem management to identify and eliminate root causes using techniques like Five Whys and Pareto analysis. Effective problem management prevents recurring issues, allowing analysts to focus on more complex challenges and develop new skills. Understanding these processes and applying them consistently is key to delivering reliable service and advancing in the role.

 

Glossary

  • client/server
    A computing model in which some computers, known as clients, request services, and other computers, known as servers, respond to those requests.
  • closed loop process
    A process that changes its output based on feedback.
  • digital agent
    A software routine that waits in the background and performs an action when a specified event occurs.
  • Five Whys
    A technique that involves repeatedly asking the question “Why?” until the root cause of a problem is determined.

Glossary continued

  • Kepner-Tregoe problem analysis
    A proprietary problem analysis technique developed by Charles Kepner and Ben Tregoe that involves defining and describing the problem, establishing possible causes, testing the most probable cause, and verifying the true cause.
  • Pareto analysis
    A technique for determining the most significant causes from a list of many possible causes of a problem.
  • request for change (RFC)
    A request to change the production environment.
  • standard change
    A preapproved change that is low risk and follows a procedure.