is the Service Desk management team personally involved in reinforcing a customer focus and a business culture?
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does the Service Desk management team support the need for key IT processes to be integrated?
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is there a process in place to develop annual business and improvement Service Desk plans and implement required key deliverables?
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is there a formal and structured orientation process in place to introduce and train new Service Desk staff?
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are managing people and process challenges a distraction away from delivering great services to your customers?
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have all key employees received ITIL and Service Desk best practice education?
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is the most valuable (regularly used) knowledge at the Service Desk kept secure, up to date and readily accessible to all relevant Service Desk staff?
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do your current Service Management tools help you optimise your Service Desk processes?
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is the performance and levels of service for key suppliers consistently measured and reviewed?
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are processes critical to the success of the business, the Service Desk and IT defined, documented, established and reviewed?
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is there an Incident Management process in place (to at least a “control” level of process maturity)? does this means the process is defined, documented, repeatable, scalable and being performed on a consistent basis?
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is there a Problem Management process in place (to at least a “control” level of process maturity)? does this means the process is defined, documented, repeatable, scalable and being performed on a consistent basis?
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is there a Change Management process in place (to at least a “control” level of process maturity)? does this means the process is defined, documented, repeatable, scalable and being performed on a consistent basis?
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is the Service Desk recognised by the senior management for making a positive contribution towards the organisation’s goals?
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is there a process in place to implement improvements and develop action plans to address customer concerns and complaints?
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do your Service Desk reports provide valuable information to the business?
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