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Results for Service Desk

1 Pre-requisites

Question 1. Does a Service Desk exist which manages, co-ordinates and resolves incidents reported by customers?





Answered Yes: 1814 (83%), Answered No: 360 (16%)

Question 2. Is the Service Desk the recognised point of contact for all customer/user queries?





Answered Yes: 1617 (74%), Answered No: 557 (25%)

Question 3. Does the Service Desk provide information to customers regarding planned changes?





Answered Yes: 1264 (58%), Answered No: 909 (41%)

1.5 Management Intent

Question 4. Is the business need for a Service Desk clearly identified and understood?





Answered Yes: 1450 (73%), Answered No: 522 (26%)

Question 5. Is there sufficient management commitment, budget provision and resource available for the effective operation of the Service Desk?





Answered Yes: 1294 (65%), Answered No: 678 (34%)

Question 6. Is the Service Desk perceived as a strategic function by Senior Managers?





Answered Yes: 1198 (60%), Answered No: 774 (39%)

Question 7. Has the purpose and benefits of the Service Desk been disseminated within the organisation?





Answered Yes: 1148 (58%), Answered No: 824 (41%)

Question 8. Has an education and/or training programme been conducted for customers and users in the use of the Service Desk and its benefits





Answered Yes: 832 (42%), Answered No: 1140 (57%)

2 Process Capability

Question 9. Have the functions of the Service Desk been agreed?





Answered Yes: 1183 (67%), Answered No: 569 (32%)

Question 10. Do Service Desk operators have a procedure or strategy for obtaining the required information from customers whilst call handling?





Answered Yes: 1159 (66%), Answered No: 593 (33%)

Question 11. Does the Service Desk provide the customer/user with information on service availability, an incident number or reference for use in follow-up communications, and progress updates on any request being managed by the service team?





Answered Yes: 1220 (69%), Answered No: 532 (30%)

Question 12. Does the Service Desk make an initial assessment of all requests received, attempting to resolve appropriate requests or referring them to someone who can, based on agreed service levels?





Answered Yes: 1274 (72%), Answered No: 477 (27%)

Question 13. Does the Service Desk communicate planned and short-term changes of service levels to customers?





Answered Yes: 884 (50%), Answered No: 867 (49%)

Question 14. Does the Service Desk provide a status update to the customer on the closure of incidents?





Answered Yes: 1126 (64%), Answered No: 625 (35%)

Question 15. Does the Service Desk provide management information and make recommendations for service improvement?





Answered Yes: 916 (52%), Answered No: 835 (47%)

Question 16. Has a study of the workload mix been conducted to determine the required staff levels, skill type and the associated costs of the Service Desk?





Answered Yes: 746 (42%), Answered No: 1005 (57%)

Question 17. Are customer satisfaction surveys carried out by the Service Desk?





Answered Yes: 860 (49%), Answered No: 891 (50%)

Question 18. Is the Service Desk notified of new services or changes to existing services?





Answered Yes: 1105 (63%), Answered No: 646 (36%)

2.5 Internal Integration

Question 19. Does the Service Desk provide a single point of contact for all customer queries?





Answered Yes: 1192 (68%), Answered No: 540 (31%)

Question 20. Does the Service Desk have access to a library of all product, hardware and software documentation and reference material used by customer / users?





Answered Yes: 776 (44%), Answered No: 956 (55%)

Question 21. Are major incidents/problems/changes from the previous week reviewed with customers?





Answered Yes: 563 (32%), Answered No: 1169 (67%)

Question 22. Does a customer list exist and is it used to monitor customer satisfaction levels?





Answered Yes: 667 (38%), Answered No: 1065 (61%)

Question 23. Are second-line support staff involved in the Service Desk, either on a full time or a rotational basis?





Answered Yes: 1030 (59%), Answered No: 702 (40%)

3 Products

Question 24. Is a single source of customer / user and supplier details maintained?





Answered Yes: 923 (54%), Answered No: 767 (45%)

Question 25. Are standard pro-forma's available for capturing customer / user details and identification?





Answered Yes: 1148 (67%), Answered No: 542 (32%)

Question 26. Are the services offered by the Service Desk clearly defined for customers and other parties?





Answered Yes: 897 (53%), Answered No: 793 (46%)

Question 27. Are reports regularly produced for all the teams contributing to the service provision process, concerning types of customer contacts?





Answered Yes: 736 (43%), Answered No: 954 (56%)

Question 28. Is a workload analysis produced to help determine staffing levels?





Answered Yes: 719 (42%), Answered No: 971 (57%)

Question 29. Are weekly management reviews held to highlight service availability, customer satisfaction and major incident areas?





Answered Yes: 744 (44%), Answered No: 946 (55%)

Question 30. Do management review Service Desk’s recommendations for service improvements?





Answered Yes: 870 (51%), Answered No: 820 (48%)

3.5 Quality Control

Question 31. Are the standards and other quality criteria applicable for the registration of incidents and for call handling made clear to Service Desk operators?





Answered Yes: 1061 (63%), Answered No: 605 (36%)

Question 32. Are Service Level Agreements available and understood by Service Desk operators





Answered Yes: 844 (50%), Answered No: 822 (49%)

Question 33. Are the personnel responsible for Service Desk activities suitably trained?





Answered Yes: 1093 (65%), Answered No: 573 (34%)

Question 34. Does the organisation set and review either targets or objectives for the Service Desk?





Answered Yes: 851 (51%), Answered No: 815 (48%)

Question 35. Are there suitable tools in use to support the Service Desk function?





Answered Yes: 1121 (67%), Answered No: 545 (32%)

4 Management Information

Question 36. Do you provide management with information concerning customer satisfaction with services?





Answered Yes: 840 (50%), Answered No: 817 (49%)

Question 37. Do you provide management with information concerning operational performance of the Service Desk?





Answered Yes: 1022 (61%), Answered No: 635 (38%)

Question 38. Do you provide management with information concerning customer awareness/ training needs?





Answered Yes: 687 (41%), Answered No: 970 (58%)

Question 39. Do you provide management with information concerning trend analysis in incident occurrence and resolution?





Answered Yes: 808 (48%), Answered No: 849 (51%)

4.5 External Integration

Question 40. Do you hold regular meetings with interested parties in which Service Desk matters are discussed?





Answered Yes: 851 (51%), Answered No: 791 (48%)

Question 41. Does the Service Desk control the Incident Management function and have the interfaces between the Service Desk and Incident management been defined and communicated?





Answered Yes: 906 (55%), Answered No: 736 (44%)

Question 42. Does the Service Desk receive information from Change Management regarding impending changes to services?





Answered Yes: 904 (55%), Answered No: 738 (44%)

Question 43. Does the Service Desk exchange information with Service Level Management concerning breaches in service level agreements and the service and support commitments they contain?





Answered Yes: 669 (40%), Answered No: 973 (59%)

5 Customer Interface

Question 44. Do you check with the customer if the activities performed by the Service Desk adequately support their business needs?





Answered Yes: 736 (48%), Answered No: 794 (51%)

Question 45. Do you check with the customer that they are happy with the services provided?





Answered Yes: 899 (58%), Answered No: 631 (41%)

Question 46. Are you actively monitoring trends in customer satisfaction?





Answered Yes: 659 (43%), Answered No: 871 (56%)

Question 47. Are you feeding customer survey information into the service improvement agenda?





Answered Yes: 591 (38%), Answered No: 939 (61%)

Question 48. Are you monitoring the customer's value perception of the services provided to them?





Answered Yes: 617 (40%), Answered No: 913 (59%)