Final answer:
The true statement about IT service desks is that taking ownership of an incident includes ensuring customer satisfaction and keeping them informed throughout the process. It involves comprehensive management from gathering information to satisfactory resolution. The focus on cognitive loads at service desks also emphasizes the importance of this task.
Step-by-step explanation:
Which statement is true regarding IT service desks?
- Taking ownership of an incident means tracking the incident to ensure that the customer is kept informed of its status, the incident is resolved, and that the customer is satisfied with the resolution.
When IT service desk analysts take ownership of incidents, they are responsible for the entire lifecycle of the incident. This includes gathering information from customers and other stakeholders, finding expert information, and doing a root cause analysis to identify the real issue at hand. The focus is not solely on resolving the incident within a predetermined timeframe, though that is often a goal, but ensuring the customer's overall satisfaction with the process and outcome.
For example, in a situation at Gavi's Fast Food Restaurant, resolving customer confusion about the line-up system during a busy hour involved listening to customer feedback, seeking solutions from clerks, and implementing a clear floor marking system, which led to improved service and reduced complaints.
In a study examining the impact of cognitive load on decision-making at an information security center, it was found that increased cognitive effort could lead to more mistakes in identifying false security incidents; however, this did not translate to an increase in missed genuine threats. Such studies highlight the importance of efficient and accurate incident resolution processes and the careful management of cognitive workload for operators at IT service desks.