Insight in the performance of your service desk

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* 1. Complete for a one hour free consultation: how to improve your service desk.

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* 2. To what extent ...

	Not at all	To little extent	To some extent	To a moderate extent	To a large extent
is the Service Desk management team personally involved in reinforcing a customer focus and a business culture?	is the Service Desk management team personally involved in reinforcing a customer focus and a business culture? Not at all	is the Service Desk management team personally involved in reinforcing a customer focus and a business culture? To little extent	is the Service Desk management team personally involved in reinforcing a customer focus and a business culture? To some extent	is the Service Desk management team personally involved in reinforcing a customer focus and a business culture? To a moderate extent	is the Service Desk management team personally involved in reinforcing a customer focus and a business culture? To a large extent
does the Service Desk management team support the need for key IT processes to be integrated?	does the Service Desk management team support the need for key IT processes to be integrated? Not at all	does the Service Desk management team support the need for key IT processes to be integrated? To little extent	does the Service Desk management team support the need for key IT processes to be integrated? To some extent	does the Service Desk management team support the need for key IT processes to be integrated? To a moderate extent	does the Service Desk management team support the need for key IT processes to be integrated? To a large extent
is there a process in place to develop annual business and improvement Service Desk plans and implement required key deliverables?	is there a process in place to develop annual business and improvement Service Desk plans and implement required key deliverables? Not at all	is there a process in place to develop annual business and improvement Service Desk plans and implement required key deliverables? To little extent	is there a process in place to develop annual business and improvement Service Desk plans and implement required key deliverables? To some extent	is there a process in place to develop annual business and improvement Service Desk plans and implement required key deliverables? To a moderate extent	is there a process in place to develop annual business and improvement Service Desk plans and implement required key deliverables? To a large extent
is there a formal and structured orientation process in place to introduce and train new Service Desk staff?	is there a formal and structured orientation process in place to introduce and train new Service Desk staff? Not at all	is there a formal and structured orientation process in place to introduce and train new Service Desk staff? To little extent	is there a formal and structured orientation process in place to introduce and train new Service Desk staff? To some extent	is there a formal and structured orientation process in place to introduce and train new Service Desk staff? To a moderate extent	is there a formal and structured orientation process in place to introduce and train new Service Desk staff? To a large extent
are managing people and process challenges a distraction away from delivering great services to your customers?	are managing people and process challenges a distraction away from delivering great services to your customers? Not at all	are managing people and process challenges a distraction away from delivering great services to your customers? To little extent	are managing people and process challenges a distraction away from delivering great services to your customers? To some extent	are managing people and process challenges a distraction away from delivering great services to your customers? To a moderate extent	are managing people and process challenges a distraction away from delivering great services to your customers? To a large extent
have all key employees received ITIL and Service Desk best practice education?	have all key employees received ITIL and Service Desk best practice education? Not at all	have all key employees received ITIL and Service Desk best practice education? To little extent	have all key employees received ITIL and Service Desk best practice education? To some extent	have all key employees received ITIL and Service Desk best practice education? To a moderate extent	have all key employees received ITIL and Service Desk best practice education? To a large extent
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?	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? Not at all	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? To little extent	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? To some extent	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? To a moderate extent	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? To a large extent
do your current Service Management tools help you optimise your Service Desk processes?	do your current Service Management tools help you optimise your Service Desk processes? Not at all	do your current Service Management tools help you optimise your Service Desk processes? To little extent	do your current Service Management tools help you optimise your Service Desk processes? To some extent	do your current Service Management tools help you optimise your Service Desk processes? To a moderate extent	do your current Service Management tools help you optimise your Service Desk processes? To a large extent
is the performance and levels of service for key suppliers consistently measured and reviewed?	is the performance and levels of service for key suppliers consistently measured and reviewed? Not at all	is the performance and levels of service for key suppliers consistently measured and reviewed? To little extent	is the performance and levels of service for key suppliers consistently measured and reviewed? To some extent	is the performance and levels of service for key suppliers consistently measured and reviewed? To a moderate extent	is the performance and levels of service for key suppliers consistently measured and reviewed? To a large extent
are processes critical to the success of the business, the Service Desk and IT defined, documented, established and reviewed?	are processes critical to the success of the business, the Service Desk and IT defined, documented, established and reviewed? Not at all	are processes critical to the success of the business, the Service Desk and IT defined, documented, established and reviewed? To little extent	are processes critical to the success of the business, the Service Desk and IT defined, documented, established and reviewed? To some extent	are processes critical to the success of the business, the Service Desk and IT defined, documented, established and reviewed? To a moderate extent	are processes critical to the success of the business, the Service Desk and IT defined, documented, established and reviewed? To a large extent
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?	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? Not at all	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? To little extent	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? To some extent	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? To a moderate extent	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? To a large extent
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?	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? Not at all	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? To little extent	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? To some extent	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? To a moderate extent	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? To a large extent
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?	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? Not at all	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? To little extent	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? To some extent	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? To a moderate extent	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? To a large extent
is the Service Desk recognised by the senior management for making a positive contribution towards the organisation’s goals?	is the Service Desk recognised by the senior management for making a positive contribution towards the organisation’s goals? Not at all	is the Service Desk recognised by the senior management for making a positive contribution towards the organisation’s goals? To little extent	is the Service Desk recognised by the senior management for making a positive contribution towards the organisation’s goals? To some extent	is the Service Desk recognised by the senior management for making a positive contribution towards the organisation’s goals? To a moderate extent	is the Service Desk recognised by the senior management for making a positive contribution towards the organisation’s goals? To a large extent
is there a process in place to implement improvements and develop action plans to address customer concerns and complaints?	is there a process in place to implement improvements and develop action plans to address customer concerns and complaints? Not at all	is there a process in place to implement improvements and develop action plans to address customer concerns and complaints? To little extent	is there a process in place to implement improvements and develop action plans to address customer concerns and complaints? To some extent	is there a process in place to implement improvements and develop action plans to address customer concerns and complaints? To a moderate extent	is there a process in place to implement improvements and develop action plans to address customer concerns and complaints? To a large extent
do your Service Desk reports provide valuable information to the business?	do your Service Desk reports provide valuable information to the business? Not at all	do your Service Desk reports provide valuable information to the business? To little extent	do your Service Desk reports provide valuable information to the business? To some extent	do your Service Desk reports provide valuable information to the business? To a moderate extent	do your Service Desk reports provide valuable information to the business? To a large extent